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
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, escalate 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, explicit
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

📌 Hair Coach (Goregaon)
🏢 Tatvartha Health
📍 Goregaon