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Customer Experience Executive

Broadway
Delhi, IND
Full-time
Associate
Onsite
Discovered 1 weeks ago
outbound callingcustomer engagementtelecallingappointment schedulingcustomer follow-upCRM and lead management systems
Free

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outbound callingcustomer engagementtelecalling
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About Broadway

Broadway is an experiential retail destination for digital-first direct-to-consumer brands.

The physical ecosystem includes fashion, streetwear, beauty, wellness, live events, creator studios, and community workshops.

About the Role

The Customer Experience Executive (Telecaller) is the first point of contact for prospective customers.

The role calls curated leads, understands preferences, and invites customers to the store for a Personal Shopper experience.

The focus is on building interest, curiosity, and trust rather than hard selling.

Lead Outreach and Engagement

  • Make outbound calls to qualified and curated leads.
  • Introduce the store concept and Personal Shopper experience.
  • Understand customer preferences and intent across fashion, beauty, wellness, and lifestyle.
  • Build rapport and excitement around an in-store experience.

Appointment and Visit Coordination

  • Schedule and confirm store visits and Personal Shopper appointments.
  • Coordinate smooth handovers with store teams and Personal Shoppers.
  • Follow up before visits with confirmations and reminders.

Customer Experience and Follow-ups

  • Capture customer insights during calls and update CRM systems or trackers.
  • Conduct post-visit follow-ups to gather feedback and maintain relationships.
  • Re-engage dormant or past customers for launches, events, and experiences.

Data and Reporting

  • Maintain accurate call logs, lead statuses, and appointment outcomes.
  • Report daily and weekly on calls made, appointments booked, store visits completed, conversion insights, and customer feedback.

Must-Have Skills

  • Have 1–3 years of experience in telecalling, inside sales, customer engagement, or retail support.
  • Communicate strongly in English and Hindi; a regional language is a plus.
  • Be comfortable with outbound calling and follow-ups.
  • Explain concepts confidently and persuasively.

Good-to-Have Skills

  • Experience in retail, fashion, beauty, wellness, hospitality, or lifestyle brands.
  • Familiarity with CRM tools or lead management systems.
  • A customer-first mindset with attention to detail.

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