Follow-up Executive – Enquiry Management
Summary
Follow-up Executive responsible for tracking customer enquiries, coordinating between sales and technical teams, maintaining CRM records, and ensuring timely responses to improve conversion rates. Uses CRM tools, MS Excel, and professional communication to manage the full enquiry lifecycle.
Job Title: Follow-up Executive – Enquiry Management
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