Client Experience & Booking Executive

About Sneakinn

Established in 2020, Sneakinn stands as a premier provider of cleaning, protection, and restoration services for sneakers, footwear, handbags, luxury accessories, and home care. Recognized nationally through its featuring on Shark Tank India, Sneakinn is distinguished for its modern, technology-driven service model aimed at delivering quality, trust, and exceptional customer experiences.

The home services segment, Sneakinn Home Care, specializes in luxury upholstery cleaning, hydrophobic nano coating for fabrics, marble and stone care, surface protection films, glass water-repellent treatments, and marble polishing. The company operates 8 physical outlets across Delhi-NCR and Mumbai, supported by a centralized facility in Delhi and a team exceeding 180 members, making it one of India's trusted premium care brands.

Key Responsibilities

• Respond promptly to incoming customer queries via calls, WhatsApp, website leads, social media, and other channels.
• Assess customer needs through questioning and evaluation of shared images or videos.
• Clearly communicate the range of Sneakinn Home Care services, pricing structures, procedural timelines, and expected outcomes.
• Propose relevant services tailored to customer requirements.
• Generate and provide accurate service quotes and estimates.
• Convert suitable inquiries into confirmed bookings.
• Conduct consistent follow-ups until the conclusion of the inquiry.
• Coordinate service scheduling and booking details with operations and scheduling teams.
• Maintain comprehensive customer records, including service needs, estimates, follow-ups, and booking information in the CRM system.
• Engage in video consultations for additional service assessments when necessary.
• Liaise with technical staff for expert input before finalizing estimates.
• Keep customers informed about booking status and resolve basic pre-service questions.
• Ensure all customer interactions reflect Sneakinn's premium service standards.
• Maintain a professional demeanor while interacting with high-value clients.
• Meet individual targets related to booking conversions and revenue.
• Investigate reasons for inquiry non-conversion and perform diligent follow-up on unconverted leads.
• Accurately report daily metrics on inquiries, follow-ups, bookings, and revenue.

Key Performance Indicators (KPIs)

• Volume of inquiries managed.
• Response speed to new queries.
• Consistency and quality of follow-ups.
• Conversion rate from leads to bookings.
• Total revenue and booking value generated.
• Precision in estimates and booking data.
• Effectiveness in customer communication.
• Compliance with CRM updates and documentation.

Candidate Profile and Requirements

• 1 to 4 years experience in customer service, inside sales, telesales, booking coordination, or client servicing roles.
• Proficiency in spoken and written English communication.
• Effective communication skills across phone and WhatsApp channels.
• Confident, polished, and professional demeanor.
• Ability to accurately interpret customer needs and suggest appropriate services.
• Comfortable discussing pricing, preparing estimates, follow-ups, and closing sales.
• Strong multitasking and proactive follow-up capabilities.
• Customer-oriented mindset with problem-solving aptitude.
• Organized and disciplined in CRM record-keeping and documentation.
• Experience working towards booking and revenue goals.
• Basic computer literacy along with familiarity with WhatsApp, CRM software, and spreadsheets.
• Aptitude for functioning effectively in a dynamic, customer-centered environment.

Compensation

The role offers a maximum package of up to 40,000 INR CTC.