📞 Customer Calling & Engagement
•Call existing customers, previous purchasers, and customers who have previously visited Kalki stores.
•Take feedback regarding their previous store experience and understand their current/future shopping requirements.
•Re-engage customers for upcoming occasions such as weddings, festivals, parties, and family functions.
•Contact exhibition leads, campaign leads, enquiries, and other customer databases.
•Contact both purchased and non-purchased leads to identify new shopping opportunities.
•Build a strong relationship with customers through personalised conversations.
🏬 Store Visit Generation
•Identify customers with a genuine shopping requirement and encourage them to visit the relevant Kalki store.
•Understand the customer's requirement, occasion, product category, budget, preferred location, and expected shopping timeline.
•Coordinate with the appropriate store team to facilitate the customer's visit.
•Share relevant customer requirements with the store team before the visit.
•Follow up with customers to confirm whether they have visited the store.
•Track the complete journey from calling → appointment → store visit → sales opportunity .
🤝 Coordination with Store Teams
•Act as the connecting point between the customer and store team.
•Coordinate appointments and customer requirements with the respective store.
•Ensure that the store team is adequately informed about important customer requirements before the visit.
•Follow up with the store team regarding the outcome of the visit.
•Maintain accurate updates regarding visit status and customer disposition.
•Escalate customer concerns or service issues through the appropriate channel.
💻 Online Sales Handover
If a customer is unable or unwilling to visit the store:
•Identify whether the customer can be serviced through the Online Sales team.
•Transfer eligible leads to the Online Sales team for: - Video consultations
•Virtual styling
•WhatsApp assistance
•Product recommendations
•Online purchase
•Provide complete customer requirements and conversation context during the handover.
•Ensure the lead is not lost during the transition from ASP → Online Sales .
•Follow up on transferred leads wherever required as per the defined process.
📊 CRM & Process Management
•Maintain accurate customer and calling information in the CRM.
•Update every interaction with the correct disposition and next action.
•Maintain accurate appointment, visit, follow-up, and lead-status information.
•Follow defined calling, follow-up, escalation, and lead-transfer SOPs.
•Ensure no high-potential lead is left without a next action.
•Maintain proper TAT for customer follow-ups and store coordination.
•Provide accurate daily/weekly reporting as required.
Skills & Qualifications
•1–3 years of experience in telecalling, inside sales, customer relationship management, appointment generation, retail sales, or similar roles.
•Excellent verbal communication skills in English and Hindi .
•Strong ability to build rapport with customers over the phone.
•Good listening and questioning skills to understand customer requirements.
•Strong follow-up and persuasion skills.
•Customer-oriented approach with a focus on creating a positive experience.
•Comfortable speaking with premium and high-value customers.
•Ability to coordinate effectively with multiple store teams.
•Good knowledge of MS Excel/Google Sheets and CRM systems.
•Ability to accurately document customer conversations and next actions.
•Comfortable working with targets and performance metrics.
•Experience in fashion, luxury retail, ethnicwear, bridal, jewellery, or lifestyle categories will be an advantage.
Key Performance Indicators (KPIs)
Performance will primarily be measured on quality and outcomes , not just call volume.
Primary KPIs
•Qualified customer opportunities generated
•Store appointments generated
•Confirmed store visits
•Store visit conversion from appointments
•Sales/revenue generated from ASP-led customers
•Repeat store visits generated from existing customers
•Quality of leads transferred to Online Sales
•Online sales generated from ASP handovers
Process KPIs
•Calling productivity
•Follow-up adherence
•CRM accuracy
•Appointment and visit updates
•Lead disposition accuracy
•Store coordination TAT
•Online Sales handover quality
•SOP adherence
What We Are Looking For
We are looking for someone who is:
•Proactive – doesn't wait for the customer to ask; identifies the opportunity.
•Persuasive – can create genuine interest in visiting the store.
•Customer-focused – understands the customer's requirement before suggesting the next step.
•Persistent – follows up without becoming pushy.
•Organised – manages multiple customers and follow-ups systematically.
•Collaborative – works effectively with store and online sales teams.
•Sales-oriented – understands that every interaction should create a measurable business opportunity.
•Process-driven – maintains accurate CRM updates and follows the defined SOP.
Why Join Kalki Fashion?
•Opportunity to work with a leading luxury ethnicwear brand.
•Exposure to premium and international customers.
•Opportunity to build expertise in customer engagement, retail sales, and omnichannel sales .
•Performance-linked incentives.
•Growth opportunities within the Sales and Customer Experience teams.
•Fast-paced environment with exposure to weddings, festive campaigns, exhibitions, and major fashion launches.
