Enquiry Management Executive

Job Title: Follow-up Executive – Enquiry Management

Location: Bhiwandi, Maharashtra
Department: Sales & Customer Service
Reports To: Enquiry Management Manager / Sales Manager
Employment Type: Full-Time
Experience: 0–2 Years
Salary Range: ₹18,000 – ₹25,000 per month

About the Role:

We are looking for a Follow-up Executive to manage and track all customer enquiries received through calls, emails, website, and social media. This role is critical in ensuring no customer query goes unanswered and that all enquiries are followed up consistently until closure. The ideal candidate will be organized, proactive, and excellent at communication, with a focus on improving conversion rates through timely and professional follow-ups.

Key Responsibilities:

1. Customer Follow-up & Communication

• Follow up with customers on enquiries received via calls, emails, website forms, or social media

• Make outbound calls and send polite reminder emails for pending quotations, feedback, or order confirmations

• Ensure timely response to all customer queries (within 24-48 hours)

2. Internal Coordination

• Coordinate with Enquiry Management Team, Sales Team, and Technical Team to get updates on quotations, samples, or designs

• Escalate delayed or high-priority cases to the reporting manager

• Act as a bridge between customers and internal teams to ensure smooth information flow

3. Record Keeping & Reporting

• Maintain enquiry records in CRM or Excel and update follow-up status regularly

• Prepare weekly and monthly reports on follow-up status, response timelines, and conversion rates

• Track open vs. closed enquiries and identify bottlenecks

4. Customer Relationship Management

• Build and maintain positive relationships with clients through professional communication

• Ensure customer satisfaction by addressing queries promptly and courteously

• Identify opportunities for repeat business or upselling during follow-ups

Skills & Qualifications:

Education:

• Graduate in any discipline (Business, Marketing, or Communication preferred)

• Freshers with strong communication skills can also apply

Experience:

• 0–2 years of experience in customer service, inside sales, enquiry handling, or telecalling

• Experience with CRM tools (e.g., Zoho, Salesforce, HubSpot) is a plus

Technical Skills:

• Good command of MS Excel / Google Sheets (VLOOKUP, filters, pivot tables are a bonus)

• Basic knowledge of CRM tools for tracking enquiries

• Comfortable using email, phone, and social media for customer communication

Soft Skills:

• Excellent verbal and written communication (English, Hindi, Marathi)

• Strong follow-up & coordination skills — persistent but polite

• Customer-focused mindset — patient and empathetic

• Time management — able to handle 50-100+ enquiries per day

• Attention to detail — accurate record-keeping and status updates

• Team collaboration — works well with sales and technical teams

What We Offer:

• Salary: ₹18,000 – ₹25,000 per month (based on experience and performance)

• Location: Bhiwandi, Maharashtra

• Work Schedule: 5 days a week (Monday – Friday), Day Shift

• Incentives: Performance-linked incentives based on conversion rates

• Growth: Opportunity to grow into Senior Follow-up Executive, Team Lead, or Inside Sales roles

• Environment: Collaborative, professional work culture with learning opportunities

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 2 years of experience.