Hair Coach

Tatvartha Health; Mumbai Suburban; On-site; INR 250,000 - 380,000; Full time

Job summary

Tatvartha Health is seeking a Hair Coach Customer Experience in Mumbai Suburban to empower clients with personalised hair health guidance and ongoing support. You will manage inbound and outbound calls, educate on hair care, resolve product queries, and maintain strong client relationships.

The role emphasizes empathetic communication, ticket management, escalation handling, and collaboration with internal teams to ensure a smooth customer journey on clients’ hair-growth journeys.

Qualifications

• Excellent communication and active listening skills.
• Ability to handle multiple customer interactions with empathy and clarity.
• Strong problem-solving and issue-resolution capabilities.

Responsibilities

• Assess client hair condition and understand their needs.
• Educate clients on proper hair care practices and routines.
• Identify and address hair-related issues and advise mitigation strategies.
• Provide empathy and emotional support for hair loss concerns.
• Set goals, monitor progress and offer guidance.
• Handle product-related queries and ensure adherence to guidance.
• Manage inbound and outbound calls to resolve queries and support journeys.
• Create, update and manage customer tickets accurately.
• Escalate issues to the right teams and follow through to closure.
• Build positive customer relationships through attentive listening and timely resolutions.
• Follow up to ensure adherence to routines and ongoing engagement.
• Coordinate with internal teams to resolve concerns efficiently.
• Maintain accurate documentation and comply with quality guidelines.

Skills

Customer service mindset

Communication skills

Active listening

Problem solving

Education

HSC/Graduate

Tools

Ticketing software

CRM tools

Job description

Designation: Hair Coach Customer Experience

• 1. Assessment: Assess the clients hair condition and understand their individual needs.
• 2. Education: Educate clients about proper hair care practices, including techniques for washing and protecting the hair.
• 3. Problem-solving: Work with clients to identify and address hair-related issues or concerns. Analyse potential causes of hair problems, such as damage, hair loss, or scalp conditions, and help clients develop strategies to mitigate or overcome these issues.
• 4. Emotional support: Provide empathy, encouragement and support to customers dealing with the emotional challenges of hair loss, thinning, or other hair-related concerns.
• 5. Goal setting and monitoring progress: Assist clients in setting realistic hair goals, monitor progress and provide ongoing support and guidance to help them stay on track.
• 6. Customer handling product-related queries: Handle customer queries related to Traya products, including product usage, routine/adherence, general product information and concerns, while following the prescribed process and available guidance.
• 7. Inbound & outbound calling: Handle both inbound and outbound customer calls to resolve queries, provide guidance, follow up on concerns, and support customers throughout their hair‑growth journey.
• 8. Ticketing: Create, update and manage customer tickets accurately, ensuring that every query or concern is documented with the relevant details and action taken.
• 9. Escalation management: Identify issues that require intervention from the relevant team, elevate them through the appropriate process, and follow up until closure while keeping the customer informed.
• 10. Customer relationship management: Build positive customer relationships through active listening, clear communication, empathy and timely resolution of concerns.
• 11. Follow-up & adherence: Conduct timely follow-ups with customers, encourage adherence to the recommended routine, and help customers stay engaged with their hair-care journey.
• 12. Issue resolution & coordination: Coordinate with internal teams wherever required to resolve customer concerns efficiently and ensure a smooth customer experience.
• 13. Documentation & quality: Maintain accurate customer interaction records and follow defined processes, communication standards and service-quality guidelines.

Overall Role

Overall, the role of a Hair Coach is to empower and educate individuals to take control of their hair health and address any hair-related concerns they may have. They provide personalised guidance and support, helping their clients develop a positive and effective hair care routine while considering the unique needs and goals of each individual. In addition, the Hair Coach plays a key Customer Experience role by handling inbound and outbound interactions, managing tickets, resolving product-related queries, coordinating escalations and maintaining strong customer relationships.

Requirements

• Good communication skills
• Candidate should be more inclined towards customer relationship / customer service
• Strong customer-handling, active listening and problem-solving skills
• ¢ Comfortable handling inbound and outbound calls
• Ability to manage tickets, follow-ups and escalations with attention to detail
• Ability to work collaboratively with internal teams for timely issue resolution

Education

• 1. HSC/Graduate + Minimum 6 months of Experience