Client Experience & Booking Executive

About Sneakinn:

Sneakinn, founded in 2020, is a premium cleaning, protection, and restoration company specializing in sneakers, footwear, handbags, luxury accessories, and home care services.

Featured on Shark Tank India, Sneakinn has gained national recognition for building a modern, technology-driven service brand focused on quality, trust, and exceptional customer experience.

Sneakinn Home Care is the home services division of the company, offering specialized care and protection solutions for premium homes. Our services include luxury upholstery dry cleaning, hydrophobic nano coating for fabrics, marble and stone care, surface protection films for tables and countertops, glass water-repellent treatments, and marble grinding and polishing.

With 8 physical stores across Delhi-NCR and Mumbai, a centralized processing facility in Delhi, and a team of 180+ members, Sneakinn is building one of India's most trusted premium care brands.

Learn more at www.sneakinn.in and follow us on Instagram @sneakinn_homecare

Key Responsibilities

• Handle incoming customer enquiries through calls, WhatsApp, website leads, social media, and other communication channels.

• Understand customer requirements by asking the right questions and reviewing photographs or videos shared by the customer.

• Explain Sneakinn Home Care services, processes, pricing, timelines, and expected results clearly and professionally.

• Recommend appropriate services based on the customer's requirements.

• Prepare and share accurate service estimates and quotations.

• Convert qualified enquiries into confirmed bookings.

• Maintain regular and systematic follow-ups with potential customers until the enquiry is closed.

• Coordinate booking dates and service requirements with the operations and scheduling teams.

• Record complete customer information, service requirements, estimates, follow-ups, and booking details in the company's CRM or system.

• Conduct video consultations with customers whenever additional assessment is required.

• Coordinate with technical team members when specialized advice is required before confirming an estimate.

• Keep customers updated regarding their bookings and assist with basic pre-service queries.

• Ensure that every customer interaction reflects Sneakinn's premium service standards.

• Maintain a professional and consultative approach while speaking with high-value customers.

• Achieve individual booking conversion and revenue targets.

• Follow up on enquiries that have not converted and identify reasons for non-conversion.

• Maintain accurate daily reporting of enquiries, follow-ups, confirmed bookings, and revenue generated.

Key Performance Indicators (KPIs)

• Number of enquiries handled.

• Speed of response to new enquiries.

• Follow-up discipline.

• Lead-to-booking conversion rate.

• Total booking value / revenue generated.

• Accuracy of estimates and booking information.

• Quality of customer communication.

• CRM and documentation compliance.

Requirements

• 1-4 years of experience in customer service, inside sales, telesales, booking management, client servicing, or a similar customer-facing role.

• Excellent spoken and written English communication skills.

• Strong communication skills over both phone calls and WhatsApp.

• Confident, polished, and professional personality.

• Ability to understand customer requirements and recommend suitable services.

• Comfortable discussing pricing, sharing estimates, following up, and closing bookings.

• Strong follow-up skills and ability to manage multiple customer conversations simultaneously.

• Customer-first mindset with good problem-solving abilities.

• Organized and disciplined approach toward CRM updates and documentation.

• Comfortable working with booking and revenue targets.

• Basic proficiency with computers, WhatsApp, CRM systems, and spreadsheets

Ability to work in a fast-paced, customer-focused environment

Would Be a Great Fit?

• You enjoy speaking with customers and understanding their requirements.

• You communicate confidently and professionally.

• You are persistent with follow-ups without being pushy.

• You take ownership of enquiries until they are converted or closed.

• You are comfortable working towards measurable targets.

• You pay attention to detail while preparing estimates and bookings.

• You enjoy working in a fast-growing, premium consumer services brand.