Customer Experience Executive (Sales)

About the Role

We are looking for a Customer Experience Executive (Sales) to be the first point of contact for customers and ensure a smooth, consultative sales experience. This role focuses on understanding customer needs, guiding them through menu options, driving conversions, and ensuring a seamless handover to operations. You will play a key role in delivering both high customer satisfaction and strong sales outcomes.

Key Responsibilities

• Customer Engagement & Sales Conversion
• Handle inbound and outbound customer inquiries via calls, WhatsApp, and email.
• Understand customer requirements and recommend suitable menus and catering solutions.
• Conduct requirement discussions and basic menu consultations.
• Drive lead-to-order conversions by addressing queries, concerns, and objections.

Quotation & Follow-ups

• Prepare and share accurate quotations as per pricing guidelines.
• Ensure timely follow-ups with leads to maximize conversion.
• Escalate high-value or complex leads to the Sales Team Lead / Manager when required.

CRM & Process Discipline

• Maintain accurate and up-to-date records in the CRM.
• Log all customer interactions, follow-ups, and status updates.
• Adhere strictly to sales processes and follow-up timelines.

Customer Experience & Coordination

• Ensure a smooth handover of confirmed orders to the operations team.
• Coordinate internally to clarify customer requirements and special requests.
• Provide customers with clear expectations on timelines, menus, and next steps.

Feedback & Continuous Improvement

• Capture customer feedback post-interaction or post-event where applicable.
• Share insights on common customer objections, preferences, and market trends with the team.

Requirements

• 13 years of experience in sales, customer experience, or customer support roles (B2C/B2B/service-based preferred).
• Strong verbal and written communication skills.
• Customer-first mindset with a natural sales orientation and experience in enhancing the overall customer experience.
• Ability to handle objections and close conversations confidently.
• Comfortable using CRM tools and basic spreadsheets.
• High ownership, discipline in follow-ups, and a positive, go-getter attitude.
• Willingness to work in a fast-paced environment with peak-hour demands.