Response Handler / Lead Engagement Executive

Role Overview

The Response Handler manages prospective clients’ first interactions with the business, replying to inquiries from channels such as WhatsApp, email, social media, and website forms. By assessing each lead, keeping conversations moving, and recording accurate information, this role helps the sales team focus on suitable prospects and provides a clearer view of lead engagement.

Key Responsibilities

• Monitor incoming inquiries across digital channels and respond promptly with clear, professional, brand-consistent messages.
• Ask relevant questions to assess each prospect’s suitability before referring qualified leads to sales.
• Identify and filter out leads that do not meet qualification criteria, recording the reason where appropriate.
• Plan and send timely follow-up messages to warm prospects and people who have not yet replied.
• Enter qualified leads into the CRM and keep contact details, conversation notes, and lead statuses accurate and current.
• Check in on leads after handover to sales to track whether contact has been made and how the prospect is engaging.
• Compile information on response times, follow-up outcomes, and lead quality to support performance reporting.

Requirements & Qualifications

• Strong written and verbal communication skills, with a professional and client-focused approach.
• Careful attention to detail when handling inquiries and maintaining CRM records.
• Ability to manage conversations across several communication channels and keep follow-ups organised.
• Basic understanding of sales funnels, lead qualification, and CRM systems.
• A proactive working style and the ability to manage multiple inquiries consistently.