Hair Coach

Designation: Hair Coach

About the Role

A Hair Coach is a professional who provides guidance, support, and education to individuals experiencing hair-related issues. They act as a personal health cheerleader, guide, and partner. The role empowers and educates individuals to take control of their hair health, addressing any concerns with personalized guidance and support, while fostering a positive and effective hair care routine.

Key Responsibilities

• Assessment: Assess clients' hair condition and understand their individual needs.
• Education: Educate clients on proper hair care practices, including washing and protection techniques.
• Problem-solving: Identify and address hair-related issues or concerns. Analyze potential causes of hair problems (e.g., damage, hair loss, scalp conditions) and help clients develop strategies to mitigate or overcome them.
• 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 & Progress Monitoring: Assist clients in setting realistic hair goals, monitor progress, and provide ongoing support and guidance.
• Product-Related Queries: Handle customer queries related to Traya products, including product usage, adherence, general product information, and concerns, following prescribed processes.
• Inbound & Outbound Calling: Handle both inbound and outbound customer calls to resolve queries, provide guidance, follow up on concerns, and support customers.
• Ticketing: Create, update, and manage customer tickets accurately, documenting relevant details and actions taken.
• Escalation Management: Identify issues requiring intervention, escalate them through the appropriate process, and follow up until closure, keeping the customer informed.
• Customer Relationship Management: Build positive customer relationships through active listening, clear communication, empathy, and timely resolution of concerns.
• Follow-up & Adherence: Conduct timely follow-ups, encourage adherence to recommended routines, and help customers stay engaged.
• Issue Resolution & Coordination: Coordinate with internal teams 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.

Requirements & Tech Stack

• Good communication skills.
• 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.

Qualifications

• HSC/Graduate
• Minimum 6 months of Experience