Follow-up Executive – Enquiry Management

Job Description

Job Title : Follow-up Executive – Enquiry Management

Department : Sales / Customer Experience

Location : [Specify – Head Office / Bhiwandi / Hybrid]

Reporting To : Sales Manager / CX Head

Job Summary :

The Follow-up Executive will be responsible for tracking, following up, and ensuring timely responses to all customer queries and enquiries received by the Enquiry Management Team. The role focuses on maintaining strong communication with potential clients, ensuring smooth coordination between internal teams, and improving conversion rates through consistent and professional follow-ups.

Key Responsibilities :

Follow up with customers on enquiries received through calls, emails, website, or social media.

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

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

Ensure timely communication and closure of all pending or open enquiries.

Send polite reminder emails or make calls for pending feedback, quotations, or order confirmation.

Escalate important or delayed cases to the reporting manager.

Prepare weekly and monthly reports on follow-up status and response timelines.

Build and maintain positive relationships with clients through professional communication.

Skills & Qualifications :

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

1–4 years of experience in customer service, inside sales, or enquiry handling.

Excellent communication and follow-up skills (verbal and written).

Good command of MS Excel / Google Sheets and CRM tools.

Organized, proactive, and result-oriented.

Key Competencies :

Strong Follow-up & Coordination Skills

Customer Focus

Time Management

Attention to Detail

Team Collaboration

Employment Type : Full-Time

Requirements

Skills

• Fluency in English
• Persuasion skills
• Rapport building skills
• Telephone etiquette
• Meeting etiquette
• Selling skills
• Negotiation skills
• Listening skills
• Questioning skills