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.
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
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
Follow up on unconverted quotations and lapsed leads
Execute targeted outreach campaigns (not generic follow-ups)
Re-engage prospects to generate new opportunities
Maintain 100% accurate and updated CRM records
Track lead stages, follow-ups, and pipeline movement
Share weekly pipeline reports (conversion, response rate, pipeline value)
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
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)
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)
Strong lead qualification and screening ability
Effective objection handling (pricing, MOQ, product fit)
Excellent multitasking and time management
Strong customer orientation and communication skills
Experience with AI-based nurturing or drip campaigns
Exposure to IndiaMART / TradeIndia platforms
Knowledge of industrial safety or PPE products
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