Digital Query - Sales & Marketing

Role Overview

The Senior Executive – Digital Query will be responsible for managing and responding to customer enquiries received through digital platforms. The role involves ensuring timely responses, converting queries into potential leads, and coordinating with internal teams to ensure effective customer engagement and satisfaction.

Key Responsibilities

• Monitor and respond to customer queries received through website forms, social media platforms, WhatsApp, email, and digital campaigns.

• Ensure quick turnaround time (TAT) for responding to all digital enquiries.

• Qualify and categorize queries and forward relevant leads to the respective departments.

• Maintain proper record and tracking of all digital enquiries and responses in CRM or internal systems.

• Coordinate with the marketing, sales, and operations teams to ensure timely closure of leads.

• Provide accurate information about services, products, offers, and campaigns to potential customers.

• Analyze frequently asked questions and suggest improvements in digital communication and campaign messaging.

• Prepare daily/weekly reports on query volume, response time, and conversion status.

• Maintain professional and brand-aligned communication across all digital platforms.

• Support digital marketing campaigns by ensuring effective lead response and engagement.

Required Skills & Competencies

• Strong written and verbal communication skills.

• Experience in handling CRM tools, social media inboxes, and digital lead management systems.

• Ability to manage multiple queries simultaneously with attention to detail.

• Good coordination and stakeholder management skills.

• Basic understanding of digital marketing platforms (Google Ads, Meta, website leads, etc.).

Qualification & Experience

• Graduate in Marketing, Communications, Business Administration, or related field.

• 2–4 years of experience in digital marketing support, lead management, or customer query handling.