Client Experience & Booking Executive

About Sneakinn

Established in 2020, Sneakinn is a leading brand offering premium cleaning, protection, and restoration services for sneakers, footwear, handbags, luxury accessories, and home care. The company is nationally recognized, having been featured on Shark Tank India, and is known for its technology-driven approach to delivering quality and trust to its customers. Sneakinn Home Care, the residential services branch, offers specialized treatments such as luxury upholstery dry cleaning, hydrophobic nano-coating for fabrics, marble and stone care, surface protection films, water-repellent glass treatments, and marble grinding & polishing. The company operates 8 physical stores across Delhi-NCR and Mumbai, supported by a centralized facility in Delhi and a team exceeding 180 employees.

Key Responsibilities

• Field customer inquiries from channels including calls, WhatsApp, website leads, and social media.
• Accurately capture customer needs through questions and multimedia reviews (photos/videos).
• Clearly explain services, processes, costs, timelines, and expected outcomes of Sneakinn Home Care offerings.
• Suggest optimal services tailored to customer requirements.
• Generate and share precise service estimates and quotations.
• Convert qualified leads into confirmed service bookings.
• Maintain systematic follow-ups with potential customers until closure.
• Coordinate appointment scheduling and service details with operations and scheduling teams.
• Document comprehensive customer, service, estimate, follow-up, and booking information in CRM systems.
• Conduct video-based consultations for additional service assessment when needed.
• Liaise with technical teams for specialized information prior to finalizing quotes.
• Keep customers informed on booking status and address basic pre-service queries.
• Uphold Sneakinn's premium service standards in every customer engagement.
• Communicate professionally and consultatively, particularly with high-value clientele.
• Meet or exceed individual booking conversion and revenue objectives.
• Follow up on unconverted enquiries and analyze reasons for non-conversion.
• Maintain accurate daily reports covering enquiries, follow-ups, bookings, and revenue generation.

Performance Metrics

• Volume of enquiries managed.
• Promptness in responding to new enquiries.
• Consistency in follow-ups.
• Lead-to-booking conversion ratio.
• Revenue accrued from bookings.
• Precision of estimates and booking data.
• Quality and clarity of customer communications.
• Compliance in CRM usage and documentation.

Qualifications and Experience

• 1 to 4 years of experience in customer service, inside sales, telesales, booking coordination, or client servicing roles.
• Fluent in both spoken and written English communication.
• Strong verbal and written communication skills via phone and WhatsApp.
• Polished, confident, and professional demeanor.
• Ability to accurately assess and recommend suitable services to customers.
• Comfortable discussing pricing, preparing quotations, follow-ups, and closing bookings.
• Excellent at managing multiple customer conversations with persistence and professionalism.
• Customer-centric approach with problem-solving capabilities.
• Diligent in maintaining organized CRM records and documentation.
• Experience working towards booking and revenue targets.
• Basic computer skills including CRM, WhatsApp, and spreadsheet applications.
• Aptitude for thriving in a fast-paced customer-oriented environment.

Ideal Candidate Profile

• Enjoys interacting and understanding customer needs.
• Communicates clearly and with confidence.
• Persistent in follow-ups without being overly aggressive.
• Assumes ownership from enquiry to closure.
• Motivated to meet measurable targets.
• Detail-oriented in preparing estimates and bookings.
• Wants to contribute to a rapidly growing premium service brand.