Designation: Hair Coach Customer Experience A Hair Coach is a professional who provides guidance, support, and education to individuals who are experiencing hair-related issues. A Hair Coach is also a personal health cheerleader, guide and partner.

Responsibilities of a Hair Coach

- Assessment: Assess the clients hair condition and understand their individual needs.
- Education: Educate clients about proper hair care practices, including techniques for washing and protecting the hair.
- 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.
- Emotional support: Provide empathy, encouragement and support to customers dealing with the emotional challenges of hair loss, thinning, or other hair-related concerns.
- 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.
- 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.
- 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.

- Ticketing: Create, update and manage customer tickets accurately, ensuring that every query or concern is documented with the relevant details and action taken.
- Escalation management: Identify issues that require intervention from the relevant team, escalate them through the appropriate process, and follow up until closure while keeping the customer informed.
- Customer relationship management:



Build positive customer relationships through active listening, transparent communication, empathy and timely resolution of concerns.
- 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.
- Issue resolution & coordination: Coordinate with internal teams wherever required to resolve customer concerns efficiently and ensure a smooth customer experience.
- 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

- HSC/Graduate Minimum 6 months of Experience

Role: Customer Success - Other, Industry Type: Beauty & Personal Care, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Customer Success Education UG: Any Graduate Key Skills Customer Experience

📌 Hair Coach (Goregaon)
🏢 Tatvartha Health
📍 Goregaon