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

- 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