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The Role
Owns all inbound inquiries across calls, WhatsApp, live chat, email, and B2B platforms. Qualifies leads against MOQ, product fit, and customer segment; rejects irrelevant inquiries and transfers qualified opportunities to Sales with complete context. Maintains CRM records, completes follow-ups, handles customer questions, meets response-time targets, and reports weekly on lead volume, qualification accuracy, and conversion performance.
Summary Generated by Built In
About Duratuf
We're an industrial safety company in Kolkata, with our own office and warehouse in Dubai
Our equipment keeps workers safe at 4,142+ customers across 65+ countries — when it works, someone gets to go home to their family.
We're on our way to 10,000 protected workplaces by 2035
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)
Skills Required
- 1-2 years of experience in BPO voice or chat, customer support, customer experience, inbound telecalling, inside sales, or B2B inquiry handling
- Graduate degree in any stream
- Fluent English and Hindi; able to understand Bengali
- Ability to manage calls, chats, and CRM updates simultaneously
- Basic proficiency in Excel or Google Sheets
- Lead qualification, process discipline, multitasking, empathy, patience, and professional phone and chat etiquette
- Familiarity with Zoho CRM, Zoho SalesIQ, and WhatsApp Business
- B2B, industrial, or manufacturing experience, preferably with PPE exposure
- Exposure to IndiaMART and TradeIndia
- Exposure to an AI-based tool
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The Company
What We Do
Duratuf Products is an India-based industrial safety solutions company headquartered in Kolkata and serving customers across more than 65 countries. It supplies standards-driven electrical safety products, including insulating rubber mats and dielectric products, alongside personal protective equipment and broader industrial-safety offerings. The company supports manufacturers, utilities, infrastructure operators, procurement teams, and EHS professionals with compliant, tested products and technology-enabled certification transparency.
