The Customer Engagement Specialist plays a pivotal role in bridging initial client inquiries with actual sales conversions. The objective is not simply to make calls, but to act as a luxury consultant—building genuine relationships, understanding occasion needs, and generating qualified in-store appointments or seamless virtual sales opportunities.

Key Responsibilities
1. Customer Calling & Engagement
• Actively engage existing databases, past shoppers, campaign leads, exhibition inquiries, and lost leads through personalized, high-touch interactions.
• Conduct detailed needs-discovery conversations regarding upcoming events (weddings, festivals, parties), preferred styling categories, and budgets.
• Gather feedback on previous shopping experiences to re-engage clients for future purchases. 2. Store Visit & Appointment Generation
• Qualify high-potential leads and encourage them to visit appropriate Kalki Fashion retail stores.
• Capture vital client specifics (event date, outfit category, budget, preferred location) and brief store styling teams ahead of the appointment.
• Track the complete customer funnel: Lead Contact → Appointment → Store Visit → Sales Chance. 3. Virtual Sales Handover
• Identify clients unable or unwilling to visit physical stores and transition them to the Online Sales & Virtual Styling team.
• Provide full context (preferences, budget, occasion timeline) during handovers for video styling, WhatsApp assistance, and digital checkouts.




• Ensure zero lead leakage during channel transfers and follow up per process guidelines. 4. Coordination & Stakeholder Management
• Function as the single point of contact between the client and store styling managers.
• Follow up post-visit with store teams to track visit outcomes, client feedback, and converted revenue.
• Promptly report and escalate client service concerns through proper internal channels. 5. CRM & Operational Discipline
• Maintain 100% accurate data logging in CRM, including lead dispositions, next actions, and appointment schedules.
• Adhere strictly to defined Turnaround Times (TAT) for client follow-ups and internal coordination.
• Deliver accurate daily and weekly performance reports to management. Qualifications & Job Specifications
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Experience:
1–3 years in inside sales, telecalling, client relationship management (CRM), retail appointment generation, or personal shopping.
• Industry Background: Prior experience in fashion retail, luxury apparel, ethnicwear, bridal, or high-end lifestyle products is highly preferred.
• Languages: Fluency in English and Hindi (spoken and written) is mandatory.
• Technical

Skills:
Proficiency with CRM systems, MS Excel / Google Sheets, and messaging platforms (WhatsApp Business).
• Communication: Exceptional phone etiquette with the confidence to speak to high-net-worth (HNW) and bridal clients.
• Core Competencies: Consultative selling, active listening, systematic follow-up discipline, persuasion, and multi-team collaboration.

📌 Client Engagement Specialist (Mumbai)
🏢 KALKI
📍 Mumbai