Location: M-62, First Floor, Greater Kailash-I, New Delhi
Job Type: Full time, On-site
Working Hours: 11:00 AM 8:00 PM
Weekly Off: Rotational (No Saturday/Sunday off)
Brand: Gemeria Hair
About the Role: Gemeria Hair is looking for a well-presented, empathetic, and confident Customer Experience & Sales Executive to join our team.This is not a typical sales role. Our customers invest not just money, but confidence and self-esteem. We are looking for someone who can guide, support, and build trust, rather than push sales.
Key Responsibilities
1. Customer Consultation & Guidance
- Guide customers in selecting the right wig/topper based on hair loss stage, scalp condition, lifestyle, and expectations
- Handle sensitive conversations with empathy, especially with women experiencing hair thinning or hair loss
- Conduct video consultations for Indian and international customers
- Assist customers during in-store trial appointments
- Demonstrate products during trials and on video calls
2.
Video Calls & Trial Management
- Schedule and manage online and offline consultations
- Handle video calls for new enquiries, trial customers, and repeat customers
- Manage pre-sales and post-sales follow-ups
- Ensure a smooth and comfortable trial experience for customers
3. Order Coordination & Follow-Ups
- Coordinate custom and trial orders
- Act as a bridge between customer, production, and dispatch teams
- Proactively update customers on timelines and order progress
4. Customer Support & Escalations
- Handle customer queries and complaints professionally
- Take ownership of escalations and ensure timely resolution
- Manage sensitive situations with patience and clarity
5. Multi-Channel Communication
- Maintain timely and professional communication across platforms
- Track conversations and follow-ups in CRM/internal systems
6. Product Expertise
- Develop strong knowledge of wigs, toppers, sizes, color