Pre-sales Lead

D’MOKSHA HOMES Moksha Multiverse Private Limited Job Description: Pre-Sales Executive (PST) Department Location Pre-Sales Team (PST) Reports To Mumbai (Vikhroli Office) – Work from office Works Closely With Business Head Employment Type Stylists and Operations Full-Time About D’Moksha Homes D’Moksha Homes is a premium curtain and soft-furnishings brand that delivers a personalized, at-home styling experience to customers across Mumbai. We are building a category from the ground up — backed by process, training, and systems that let our team deliver a consistently excellent customer experience at scale. Role Summary The Pre-Sales Executive is the first point of contact between D’Moksha Homes and every customer who shows interest in our services. This role sits at the very top of our sales funnel and directly determines the quality of business that enters it. Through sharp, structured conversation, the Pre-Sales Executive engages incoming leads, understands their requirement, filters out poor-fit enquiries, and qualifies genuine prospects — before coordinating with the stylist team to schedule the right meeting with the right customer at the right time. This is a communication-first, detail-heavy role. Success depends equally on how well the executive builds rapport and trust with a customer in the first few minutes of a call, and on how disciplined they are in logging every interaction accurately in the CRM, so that no lead is ever lost or left unattended. Key Responsibilities 1. Lead Engagement, Filtration & Qualification • Respond promptly to all inbound leads (calls, WhatsApp, website, referral, and walk-in enquiries) and initiate first contact within defined SLA timelines. • Use structured call scripts and a consultative conversation style to understand the customer’s requirement, property status, budget indication, timeline, and intent. • Apply lead qualification criteria (e.g. HOT / WARM / COLD scoring) to filter genuine, ready-to-buy customers from casual or low-intent enquiries. • Verify decision-maker status and test genuine engagement before pitching or booking a meeting, so stylist time is spent only on qualified opportunities. • Handle objections and hesitations professionally, re-engaging undecided leads through follow-up touchpoints rather than dropping them prematurely. 2. Customer Service Excellence • Be the warm, professional, and knowledgeable voice of D’Moksha Homes for every first-time caller — setting the tone for the customer’s entire journey with the brand. • Handle customer queries about our styling process, products, and appointment process clearly and confidently, escalating anything outside scope to the right team member. • Maintain a courteous, patient, and solution-oriented approach even with difficult, undecided, or repeat-contact customers. 3. CRM Discipline & Data Accuracy • Log every single lead and interaction in the CRM/tracker in real time — no lead should ever go unrecorded. • Update lead status accurately and promptly after every touchpoint (e.g. Contacted, Qualified, Meeting Scheduled, Dropped, Inactive, Dormant) using the agreed status definitions. • Maintain clean, complete notes against each lead (requirement summary, objections, next follow-up date) so any team member can pick up the context instantly. • Proactively track and revisit pending/aging leads so that none are missed or left to go cold due to inaction. • Flag data or process gaps in the CRM/tracker to the reporting manager for correction. 4. Meeting Coordination & Internal Alignment • Coordinate with the stylist team to align meeting slots based on stylist availability, territory, and customer preference. • Confirm meeting details with the customer (date, time, location, what to expect) and send timely reminders to reduce no-shows. • Communicate clearly with stylists and operations on any last-minute changes, reschedules, or cancellations. • Work with the operations/reporting team to ensure daily/weekly lead and meeting numbers are reported accurately and on time. 5. Reporting & Continuous Improvement • Share daily and weekly reports on leads handled, qualification outcomes, and meetings booked in the agreed format. • Participate in call reviews and training sessions to continuously sharpen questioning technique, objection handling, and CRM hygiene. • Share ground-level customer feedback and recurring objections with the team to help refine scripts and process. What We’re Looking For Skills & Competencies • Excellent verbal communication in English/Hindi (additional regional languages a plus), with a warm, confident phone/WhatsApp manner. • Strong listening skills and the ability to ask the right questions to uncover genuine customer intent quickly. • High attention to detail and discipline with data — comfortable working within a CRM or Excel-based tracker day to day. • Well organized and dependable, with the ability to manage a high volume of leads without letting any slip through. • A team player who can coordinate smoothly across stylists, operations, and management. • Resilient and patient — comfortable handling rejection and repeat follow-ups without losing energy or courtesy. Qualifications & Experience • Graduate in any discipline; prior experience in tele-calling, inside sales, pre-sales, or customer service is preferred. • Experience in real estate, interiors, retail, or a premium/lifestyle product or service category is an advantage. • Comfortable working with CRM tools, WhatsApp Business, and MS Excel/Google Sheets. What Success Looks Like (KPIs) • Response time to new leads within defined SLA. • Lead-to-qualified-meeting conversion rate. • Zero missed or unattended leads; CRM updated in real time with correct status. • Meeting show-up rate for scheduled appointments. • Timeliness and accuracy of daily/weekly reporting. Why Join D’Moksha Homes You’ll be part of a growing, category-defining brand where process, ownership, and craft matter. This role offers direct visibility into how a business is built — with a clear path to grow into senior pre-sales, stylist, or operations leadership roles as you demonstrate impact.