Customer Support Executive

About Broadway

Broadway is a first-of-its-kind experiential retail destination that seamlessly blends commerce with culture. Designed as a physical ecosystem for digital-first D2C brands, we bring over 200 trendsetting labels across fashion, streetwear, beauty, and wellness directly to consumers. With presence in key metro cities like Delhi, Hyderabad, Pune, and Mumbai, Broadway is more than a marketplaceit is an immersive playground featuring live events, creator studios, and community workshops that reshape the modern shopping experience.

About the Role

We are looking for a Customer Experience Executive (Telecaller) who will act as the first point of contact for our prospective customers. This role is focused on calling curated leads, understanding customer preferences, and inviting them to the store for a personalized shopping experience with our Personal Shopper team.

This is not a hard-sell role its about building interest, curiosity, and trust, and driving store visits and experiences.

Key Responsibilities

Lead Outreach & Engagement

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

Appointment & Visit Coordination

• Schedule and confirm store visits and Personal Shopper appointments
• Coordinate with store teams / Personal Shoppers to ensure smooth handover
• Follow up with customers prior to visits for confirmations and reminders

Customer Experience & Follow-ups

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

Data & Reporting

• Maintain accurate call logs, lead status, and appointment outcomes

• Share daily/weekly reports on:

• Calls made

• Appointments booked

• Store visits completed

• Conversion insights & customer feedback

Must-Have Skills

• 13 years of experience in telecalling, inside sales, customer engagement, or retail support
• Strong verbal communication skills in English + Hindi (regional language is a plus)
• Comfort with outbound calling and follow-ups
• Ability to explain concepts confidently and persuasively

Good to Have

• Experience in retail, fashion, beauty, wellness, hospitality, or lifestyle brands
• Familiarity with CRM tools or lead management systems
• Customer-first mindset with an eye for detail and experience