Customer Care Executive

6 days ago

Khar Danda Mumbai Maharashtra, India American Hairline Full time ₹ 2,00,000 - ₹ 3,49,583 per year

Customer Service Executive (Pre-Sales + Client Support)

Location: Khar West, Mumbai (2 mins from station)

Working Hours: 11 AM – 8 PM

Week Off: Monday

Industry: Luxury Hair Replacement & Beauty (AHL – American Hairline)

Role Overview

We are looking for a smart, confident, and well-spoken Customer Service Executive who can handle pre-sales inquiries, guide clients through the consultation process, and ensure a smooth post-service experience.

This is a client-facing role that demands strong communication, empathy, attention to detail, and the ability to build trust quickly.

Key Responsibilities1. Pre-Sales & Lead Handling

  • Respond to Instagram, WhatsApp, Calls, and Website inquiries.
  • Understand client concerns and recommend suitable services (Clip-On, Stick-On, Hair Patches).
  • Schedule consultations and follow up with potential clients.
  • Maintain accurate lead entries & status updates in CRM.

2. Client Communication

  • Handle client questions about pricing, services, appointment availability, and aftercare.
  • Share videos, product links, FAQs, and resources to educate clients.
  • Maintain a polite, premium, and supportive communication tone consistent with AHL standards.

3. Appointment & Ticket Management

  • Coordinate with stylists and the operations team for appointment booking.
  • Raise, track, and close customer support tickets (via WhatsApp or CRM).
  • Follow internal SLAs and escalate cases when required.

4. Service Support

  • Assist clients with post-fixing concerns, product recommendations, and maintenance guidance.
  • Provide solutions for issues like fitting, color mismatch, or product confusion.
  • Ensure client satisfaction by addressing concerns quickly and professionally.

5. CRM & Documentation

  • Update CRM daily (new leads, follow-ups, appointment status, ticket updates).
  • Maintain clear records of client preferences and visit history.
  • Generate basic reports on inquiries, conversions, and ticket resolutions.

Required Skills

  • Excellent communication skills (English + Hindi).
  • Strong understanding of customer psychology & problem-solving.
  • Ability to explain technical services in simple language.
  • Comfortable handling calls, WhatsApp chats, and follow-ups.
  • Basic computer skills + experience using CRM/Google Sheets.
  • Prior experience in beauty, healthcare, or service industry is a plus.

Job Types: Full-time, Permanent

Pay: ₹10, ₹29,030.96 per month

Work Location: In person

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