Customer Experience Specialist

About the Role

At Aliens Tattoo, every conversation is more than a sales pitch — it's the start of a creative journey for our clients.

As a Sales Executive in the Business Centre, you are the voice of the brand, turning high-value tattoo enquiries into booked consultations and closed deals. You will manage leads across calls, chats, and CRM, ensuring a smooth client experience from the first hello to the final booking — and beyond.

Key Responsibilities

● Task Management – Prioritise and complete all daily assigned tasks in CRM and dialler before the end of shift, ensuring zero spillovers or overdue follow-ups.

● Dialler Calls – Execute outbound calls via Ozonetel dialler strictly as per the data-curing logic provided by management. Ensure high call connect ratios and complete daily call targets without miss.

● Outbound Calls – Proactively reach out to assigned leads, nurture interest, and drive conversions to booked consultations.

● Inbound Calls – Handle all incoming client calls instantly; no lead to be missed. Escalate or hand over to the right team where necessary, ensuring complete CRM documentation.

● Handling Chats – Engage with clients on Gupshup and other chat platforms with quick, persuasive, and accurate responses; no incoming chat to go unanswered.

● Lead Mining – Identify and qualify new potential sales opportunities from existing databases, marketing lists, and previous client records.

● CRM Hygiene Maintenance – Maintain clean and accurate CRM data — correct tagging, disposition, note-taking, and status updates for every client interaction.

● Managing Overdues & Follow-ups – Enforce a zero-overdue policy — including consultation reminders, no-show recovery, and missed appointment follow-ups.

● Pipeline Management – Maintain a pure sales pipeline of future sales sure-shot leads/clients with high conversion potential. These leads must be actively nurtured with the same urgency and importance as fresh leads, ensuring no opportunity is lost and every booked opportunity moves closer to a confirmed sale.

● Revenue Generation – Consistently close high-value deals to meet and exceed individual monthly sales targets.

● Consultation Booking & Scheduling – Secure and schedule consultations accurately, preventing overlaps or missed slots.

● Consultation Attendance Confirmation – Confirm attendance with clients ahead of their appointments to minimise no-shows.

● Online Consultation Conversions – Handle objections, pitch effectively, and close deals during virtual consultations.

● Retention Conversions – Drive repeat business, upsells, cross-sells, and client referrals from past customers.

● CX Experience – Deliver an exceptional client experience aligned with Aliens Tattoo's brand values, ensuring high satisfaction and positive reviews.

● Consultation Conversion Ownership – Own the end-to-end outcome of booked consultations — whether online or in-studio — through proactive and timely follow-ups until closure.

● Coordination with Studios & Artists – Liaise with studio managers and artists to ensure smooth handovers and alignment on client expectations before appointments.

● Health Check Support – Assist in daily DID and Gupshup number health checks to ensure numbers remain unflagged and fully reachable.

● Cross-Team Handover Discipline – When passing a lead to another function (studio, artist, retention), ensure immediate CRM update to avoid drop-offs.

● QA Feedback Loop – Review personal QA reports weekly, apply corrective actions, and track improvement in subsequent calls and interactions.

● Daily Reporting – Submit end-of-day updates on calls made, follow-ups completed, conversions achieved, and overdue status to the Team Coach.

Expected Outcomes

● Funnel Conversions – Improve lead-to-consultation and consultation-to-sale ratios.

● Revenue Generation – Meet or exceed monthly sales targets.

● QA Score – Maintain high QA scores for both calls and system processes.

● NPS Consultation – Contribute to positive Net Promoter Score through outstanding consultation experiences.

● Consultation Bookings – Achieve or exceed individual consultation booking targets.

Core Competencies

● Communication Skills – Exceptional verbal and written skills to engage, influence, and build rapport with clients.

● System Savvy – Proficient in Zoho CRM, Ozonetel dialler, Gupshup, Google Workspace, and adaptable to new tools. .

● Ownership & Accountability – Takes complete responsibility for leads, follow-ups, and conversions.

● Sales Driven – Relentlessly focused on achieving and exceeding targets.

● Product Knowledge – Deep understanding of Aliens Tattoo's artistry, brand ethos, and unique selling points.

Job Type: Full-time

Pay: ₹20, ₹35,000.00 per month

Benefits:

• Provident Fund