Role Purpose
The Client Experience & Lead Conversion Executive will be the first point of contact for incoming customer
enquiries across Voilà F9 Gourmet’s three business verticals — Catering, The Glass Onion and Cavatina.
The role is responsible for ensuring every enquiry is responded to promptly, followed through systematically and converted into a client wherever possible.
Key Responsibilities
• Handle all incoming calls and customer enquiries across Catering, The Glass Onion and Cavatina.
• Respond to missed calls and ensure no qualified lead is left unattended.
• Understand the customer requirement, capture relevant details and route the enquiry appropriately.
• Follow up consistently with prospects and drive enquiry-to-client conversion.
• Maintain an updated and accurate central database of all enquiries and clients.
• Capture and segregate leads by source, including Instagram, referrals, corporate enquiries, walk-ins,
• website and other channels.
• Track enquiry volume, source-wise performance, follow-ups and conversions across all three entities.
• Maintain clear records of the lead journey from first enquiry through closure.
• Prepare weekly lead and conversion reports for review.
• Create weekly/monthly dashboards covering calls, leads, sources, follow-ups, conversions and
• conversion rates.
• Identify recurring lead patterns, drop-offs and opportunities to improve the enquiry-to-conversion journey.
Key Performance Areas
• Lead response and follow-up discipline
• Enquiry-to-client conversion rate
• Database accuracy and completeness
• Source-wise lead tracking
• Timely weekly reporting and monthly dashboarding
• Quality and consistency of client communication
Ideal Candidate Profile
• 2-3 years of experience in customer service, inside sales, tele-calling, hospitality sales or lead
• management.
• Solid communication skills and a confident, warm and professional telephone manner.
• Highly organised and comfortable managing multiple enquiries simulta