About this role
This is a remote position.
About the Role
- 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
Requirements
Qualifications
- Experience: 1–2 years in BPO (voice or chat), customer support, customer experience, inbound telecalling, inside sales or B2B enquiry handling
- Education: Graduate (any stream)
- Language: Fluent in English and Hindi, with the ability to understand Bengali
- Industry preference: B2B / Industrial / Manufacturing (PPE exposure preferred)
Technical Skills
- Familiarity with Zoho CRM, Zoho SalesIQ and WhatsApp Business (strong plus)
- Ability to manage multi-channel communication simultaneously
- Basic proficiency in Excel / Google Sheets
- Exposure to B2B trade platforms such as IndiaMART and TradeIndia (preferred)
- Exposure to any AI-based tool (nice to have)
Functional Skills
- Lead-qualification logic: knowing when to qualify and when to reject
- Composure and multitasking under load, with calls, chats and CRM updates running at once
- Process discipline: follows the SOP and qualification steps consistently and logs as you go
- Empathy, patience and professional phone and chat etiquette
Values Fit (Non-Negotiable)
- Integrity: pipeline data and follow-up logs reflect reality, with no inflated counts and no follow-ups marked done that weren't
- Accountability: owns FRT, follow-up completion and qualification accuracy as personal numbers, without being chased
- Adaptability: picks up new tools and products quickly and adapts to each customer rather than relying on fixed scripts
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
- Everything runs on Zoho One (modern, integrated tool stack)