Client Success Manager

Job Title:

About Us:

Gemeria Hair is a premium luxury brand offering high-quality human hair extensions, wigs, and toppers. We serve clients across India and internationally, delivering not just products but experiences. Our customers expect professional, personalized, and timely support and were looking for someone who can deliver exactly that.

Key Responsibilities:

• Attend and respond to

  incoming calls

  , including

  timely callbacks

  for missed calls
• Provide prompt customer support across

  Instagram, Facebook, YouTube, and other social media platforms

• Handle

  WhatsApp Business communication

  via Bitespeed/Zoko or other tools used in the future
• Deliver

  clear, professional email responses

  for inquiries, issues, and consultation
• Manage

  international customer queries

  via email, WhatsApp, and video calls
• Conduct

  video call consultations

  for both Indian and international customers, offering expert guidance on product selection
• Book and manage

  appointments and trial bookings

  (virtual & in-person)
• Handle

  returns and exchanges

  , ensuring a smooth, empathetic process aligned with company policy
• Use the

  Ticket ID system

  to log, track, and resolve customer queries effectively
• Perform timely

  follow-ups

  for unresolved issues and ongoing cases
• Maintain a

  friendly, calm, and patient tone

  , even with high-touch or concerned customers
• Ensure

  top-notch English communication

  written and spoken, suitable for global clientele

• Multitask

  across multiple dashboards: Shopify, email, WhatsApp, CRMs, etc.
• Provide

  personalized product consultations

  , helping customers find the right fit based on their needs
• Think proactively and

  solve problems independently

  where possible

Requirements:

• 1–3 years of experience in

  customer service

  , preferably with a luxury or D2C brand
• Excellent command of

  spoken and written English

• Must be

  comfortable speaking on camera

  for video consultations (India & international)
• Tech-savvy with experience using

  customer service tools

  , Shopify, and CRM platforms
• Strong

  empathy, patience, and communication skills

• Ability to

  multitask

  and manage pressure during high-volume periods
• Familiarity with

  global customers’ expectations and time zones

  is a plus

Why Join Us?

• Join a

  premium, fast-growing D2C brand

  with a loyal global customer base
• Be part of a

  collaborative and high-performance

  support team
• Gain exposure in

  international customer support

  and consultation
• Work in a modern and supportive office environment at our

  Greater Noida headquarters

• Training and development opportunities in

  luxury customer service

Call to Connect: +91 9990470797