Support Executive(Inbound & Outreach)

• 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)
  

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