Position Title: Support Executive (Inbound & Outreach)
Department: Support
Reporting To: Manager – Support
Location: Head Office, Kolkata
Employment Type: Full-time
Role Overview
We are looking for a highly disciplined and customer-focused Support Executive – Inbound & Outreach to manage the complete pre-sales journey. This role will handle all inbound enquiries across multiple channels, qualify leads based on defined criteria, and drive consistent outreach to generate pipeline from unconverted and existing prospects.
The ideal candidate will ensure zero missed enquiries, maintain high lead qualification accuracy, and execute timely follow-ups to support revenue growth.
Key Responsibilities
Inbound Enquiry Management- Handle all inbound queries via calls, WhatsApp, email, LiveChat, and B2B platforms
- Ensure First Response Time ≤ 15 minutes across channels
- Maintain zero missed enquiries during working hours
- Log all interactions in Zoho CRM in real-time
Lead Qualification & Handover- Qualify leads based on MOQ, product feasibility, and customer segment
- Share only high-quality, fully-qualified leads with the sales team
- Flag and report junk or irrelevant enquiries
Outbound Outreach & Lead Nurturing- Follow up on unconverted quotations and lapsed leads
- Execute targeted outreach campaigns (not generic follow-ups)
- Re-engage prospects to generate new opportunities
CRM & Pipeline Management- Maintain 100% accurate and updated CRM records
- Track lead stages, follow-ups, and pipeline movement
- Share weekly pipeline reports (conversion, response rate, pipeline value)
Key Performance Indicators (KPIs)
- First Response Time ≤ 15 minutes
- ≥90% Lead Qualification Accuracy
- 100% Follow-up completion within TAT
- Zero missed inbound enquiries
- Consistent improvement in lead re-engagement rate
Requirements
- Experience: 1–2 years in inbound calling, customer support, or inside sales
- Education: Graduate (any stream)
- Language: Fluent in English & Hindi
- Industry Preference: B2B / Industrial / Manufacturing (PPE preferred)
Technical Skills
- Hands-on experience with Zoho CRM / similar CRM tools
- Ability to manage multi-channel communication simultaneously
- Basic proficiency in Excel / Google Sheets
- Familiarity with platforms like IndiaMART, TradeIndia (preferred)
Functional Skills
- Strong lead qualification and screening ability
- Effective objection handling (pricing, MOQ, product fit)
- Excellent multitasking and time management
- Strong customer orientation and communication skills
Nice to Have
- Experience with AI-based nurturing or drip campaigns
- Exposure to IndiaMART / TradeIndia platforms
- Knowledge of industrial safety or PPE products
Benefits
- Flexible leave Policy
- WFH and Out of Office opportunities based on requirements and conditions
- Performance Incentives
- Performance Recognition
- Dynamic Career Growth
- Statutory benefits as per industry standards
