Client Relationship Executive

About the role

Rupahali Sarees has been creating women's ethnic wear in Kolkata for 31 years, from our store at One Wood Street, backed by nearly 70 years of combined family experience in the trade. We specialise in sarees, lehengas and Indo-Western outfits, with a strong focus on customization.

We are reaching out to our clients by phone for the first time and need polished, articulate client relationship professionals to call them, invite them to see our upgraded premium collections, and look after them with warmth, accuracy and professionalism, on calls, in person and in writing. Clients are free to come, look, buy or decline: every conversation should feel like a warm invitation, never a push.

Many of our clients live in Kolkata, and their relatives and friends visit through the year, not only during our February-March discount season. When local clients know our full range, they bring those visitors to us, and we want that steady footfall back. We also want to welcome back the clients who used to visit us from Bangladesh. Our Indo-Western range, started 4-5 years ago, is new to many of our clients.

We have something for every woman and for her daughters, from teenagers to grown adults, and we customize to each client's needs. Our strength is authentic fabrics: we do not deal in synthetics. Our clients are always spoken to softly and in a friendly manner, and we do not accept rude talk in our showroom. You will not work alone: the owner sits with you two to three times a week to review client queries and support you in retaining clients.

Responsibilities

• Call existing and past clients to invite them to see our new premium collections, including the Indo-Western range many may not know about, so that they can shop and also guide relatives and friends visiting Kolkata to our store, with no pressure to buy; handle incoming calls, emails and messages with courtesy and precision
• Be the single point of contact for client queries and complaints: understand each client's circumstances, solve the issue within our service standards, and escalate to the concerned person when needed; offer to show outfits over WhatsApp and guide clients to our website once it launches
• Follow up rigorously after every order, through delivery, collection and payment, and keep CRM records accurate and up to date
• Maintain our service standards in every interaction, and speak confidently about our authentic fabrics (no synthetics), styles for every age and customization, with thorough knowledge of every product
• Coordinate with the accounts, process and inventory teams to close client issues and track customization orders; look after existing clients with after-sales service and ask every client for honest feedback

Must have

• Fluent spoken and written English, Hindi and Bengali (Bengali is essential: you will call clients in Bangladesh, whose dialect may differ from Kolkata Bengali; you will pick it up as you speak with them)
• 2+ years in client-facing work (premium banking, credit cards, hospitality, guest relations, airlines, luxury retail, or international voice/email support); outbound client calling experience is a strong plus
• Confident communication, spoken and written, with clients and colleagues, including clear, polite, error-free emails; rigorous follow-up, a proactive approach and availability on calls through working hours
• A soft, friendly and respectful manner with every client, calm and composed even with a rude one, and sensitive handling of clients who have not visited for a long time; the ability to understand each client's circumstances and act accordingly
• Working knowledge of MS Office/Google Workspace; CRM software experience is a plus; interest in fashion or ethnic wear is an advantage