Customer Experience Executive Inbound Lead Qualification

About Duratuf

• This seat sits at the front of the Customer Experience team and owns every inbound enquiry from the moment it lands.
  
  


• You qualify the enquiry, separate real buyers from noise, and hand clean opportunities to Sales.
  
  


• You cover all inbound channels during working hours: calls, WhatsApp Business, LiveChat, email and B2B platforms.
  
  

Lead Qualification (Core of the Role)

• Screen every inbound enquiry against MOQ, product feasibility and customer segment (distributor / EPC / end-user / OEM / government)
  
  


• Make correct qualify or reject decisions with minimal supervision
  
  


• Flag junk or irrelevant enquiries to the manager the same day and never pass them forward
  
  

Multi-Channel Inbound Handling

• Own all inbound touchpoints during working hours with zero missed enquiries
  
  


• Maintain First Response Time of 15 minutes or less on every channel
  
  


• Handle MOQ, price and product-fit questions without escalating every touchpoint
  
  

Clean Handoff to Sales

• Transfer every qualified lead with full context: company info, product interest, MOQ fit and conversation history
  
  

CRM Hygiene

• Log every enquiry and lead in Zoho CRM in the same session, tagged by stage
  
  


• Maintain 100% data completeness with zero pending updates beyond end of day
  
  


• Complete 100% of follow-ups within TAT
  
  

Pipeline Reporting

• Hold a weekly review with the Support Manager covering enquiries handled, response rate, qualification accuracy and conversion funnel
  
  

What Success Looks Like

• Zero missed inbound touchpoints
  
  


• First Response Time ≤ 15 minutes on every channel
  
  


• ≥ 90% lead-qualification accuracy
  
  


• 100% follow-up completion within TAT
  
  


• Every interaction logged in Zoho CRM the same session
  
  

• 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
  
  


• Everything runs on Zoho One (modern, integrated tool stack)