Customer Support Executive

Work Mode: Work From Home

1. Job PurposeTo manage all online customer enquiries, incoming and outgoing telephone calls, emails and sales follow-ups. The executive will be responsible for responding to potential customers promptly, sharing product information, sending quotations and converting enquiries into confirmed business orders.

2. Key ResponsibilitiesA. Online Enquiry Management

1. Handle all incoming enquiries received through IndiaMART.
2. Manage enquiries received through other online B2B portals and company websites.
3. Check and respond to new enquiries regularly.
4. Contact every genuine enquiry and understand the customer's requirements.
5. Share product catalogues, specifications, prices and other relevant information through WhatsApp and email.
6. Maintain proper records of all enquiries and their status.

B. Incoming Call Management

1. Attend incoming calls on the company's official mobile number.
2. Professionally handle customer enquiries regarding products, prices, availability and orders.
3. Understand customer requirements and provide appropriate product information.
4. Transfer important technical or commercial queries to the concerned department whenever required.
5. Ensure that no customer call or enquiry remains unattended.

C. Outgoing Calls & Sales Follow-ups

1. Make outgoing calls to customers whose contact details are provided by the company.
2. Contact IndiaMART and other portal enquiries.
3. Call existing customers for repeat orders and new requirements.
4. Follow up on quotations already shared.
5. Contact prospective customers and introduce Millborn products.
6. Make regular follow-up calls to convert enquiries into orders.
7. Identify additional sales opportunities by suggesting related Millborn products.

D. Email Management

1. Check the company's official email account regularly.
2. Reply to customer enquiries and business emails.
3. Send product catalogues, quotations, price lists and other documents.
4. Forward technical, commercial or important enquiries to the concerned department.
5. Ensure timely replies to all customer emails.

E. Product Promotion & Cross-Selling

Promote other relevant Millborn products to customers enquiring about a particular product.

Examples:

• Winding Machine enquiries: Share Millborn Capacitor Catalogue and Price List.
• Cooler Pump enquiries: Share Capacitor, MCB and MCB Box details.
• Motor Starter enquiries: Introduce relevant MCBs, Capacitors and other electrical products.
• Other electrical product enquiries: Suggest suitable additional Millborn products.

The objective is to generate maximum business from every customer interaction.

F. Order & Customer Coordination

1. Coordinate with the concerned sales team and Channel Partners for product availability.
2. Share product photographs and specifications with customers whenever required.
3. Coordinate quotations, payment confirmation, billing and delivery.
4. Follow up until the order is successfully processed and delivered.

3. Daily Reporting & Record KeepingThe executive must maintain a daily report covering:

• Total incoming calls.
• IndiaMART enquiries received.
• Enquiries from other portals.
• Total outgoing calls.
• Customer follow-up calls.
• Emails received and replied to.
• WhatsApp enquiries handled.
• Quotations sent.
• Orders received.
• Total sales generated.
• Pending enquiries and reasons.
• Lost enquiries and reasons.

4. Working HoursDaysWorking HoursMonday to Saturday9:00 AM – 8:00 PMSunday9:00 AM – 4:00 PMWorking Arrangement: Work From Home, with availability during the prescribed working hours.

• 5. Required Skills & QualificationsGood Hindi communication skills.
• Basic English communication and email-writing skills.
• Good telephone conversation skills.
• Basic computer knowledge.
• Knowledge of MS Excel, WhatsApp and email.
• Ability to handle online enquiries and customer follow-ups.
• Polite, professional and customer-friendly attitude.
• Sales-oriented approach with a focus on generating orders.
• Ability to maintain accurate daily reports.

Knowledge of electrical products will be an added advantage.

6. Key Performance Indicators (KPIs)Performance will be evaluated on:

1. Timely response to online enquiries.
2. Proper handling of incoming calls.
3. Number and quality of outgoing calls.
4. Regularity of customer follow-ups.
5. Number of quotations sent.
6. Enquiry-to-order conversion ratio.
7. Sales generated.
8. Customer satisfaction.
9. Accuracy of daily reporting.

7. Main ObjectiveThe executive must ensure that every customer enquiry received through IndiaMART, other portals, telephone calls, WhatsApp or email is attended to, followed up and converted into business wherever possible.

IMPORTANT: The responsibility is not limited to attending calls or forwarding enquiries. The main objective is to generate genuine sales for Millborn Switchgears through effective communication, continuous follow-ups and customer relationship management.