Customer Service Associate

Role overview

Tatvartha Health is hiring a Customer Service Associate for its Traya experience center in Thane. This role sits within Customer Experience / Clinic Operations and reports to the Assistant Store Manager. It is a full-time, in-store position designed for someone who enjoys interacting with customers, especially in a retail or store-style environment.

As a Hair Coach, you will be the main point of contact for walk-in customers. Your work will focus on creating a welcoming store experience, explaining Traya’s hair-care journey in a clear and relatable way, supporting consultations, and helping customers remain consistent with their treatment plans.

Working hours and schedule

This position follows rotational shifts: 10:00 AM to 7:00 PM and 1:00 PM to 10:00 PM. The workweek is 6 days long.

Key responsibilities

The role combines customer service, consultation support, relationship building, and basic store operations. You will spend time engaging with customers in person and also following up with them through calls and WhatsApp to keep them informed and encouraged throughout their hair-care journey.

Customer interaction and in-store experience

• Receive walk-in visitors and make sure they feel welcomed and supported from the moment they arrive.
• Listen to customer concerns and guide them through the consultation process.
• Create a premium, personalized experience inside the store.

Consultation support

• Explain Traya’s treatment process in simple, easy-to-understand language.
• Help customers understand doctor advice and how to use the recommended products.

Retention and relationship management

• Develop strong, long-term relationships with customers.
• Encourage consistency with treatment plans and motivate customers to stay on track.
• Support repeat visits and product reorders.

Follow-ups and engagement

• Make regular follow-ups through calls and WhatsApp for at least 3 to 4 hours each day.
• Monitor customer progress and make sure their experience remains positive.

Handling concerns and objections

• Respond to questions about product usage, expected results, and treatment-related concerns.
• Offer reassurance where needed and involve doctors when a matter needs medical input.

Store operations and ownership

• Keep the store clean and hygienic.
• Manage product display and carry out inventory checks.
• Support smooth day-to-day clinic and store functioning.

Customer advocacy

• Ask for reviews, feedback, and testimonials from satisfied customers.
• Deliver an experience that encourages customers to speak positively about the brand.

Ideal candidate profile

This opportunity is suited to graduates with experience in retail stores, salons, wellness centers, or other customer-facing environments. Candidates should be comfortable speaking with people, handling customer queries, working toward targets, and using digital tools such as CRM systems and WhatsApp.

Success measures

Success in this role is reflected through high customer satisfaction, strong engagement, repeat business, steady treatment adherence, and positive customer reviews.

What the company offers

• Chance to move from a retail or store background into a fast-growing health-tech brand.
• Exposure to consultative selling and customer experience work.
• Structured onboarding and training.
• Competitive compensation with performance-based incentives.
• A clear career path within clinic operations and customer experience.

About Tatvartha Health / Traya

Traya is an Indian direct-to-consumer hair-care platform focused on helping people dealing with hair loss through personalized consultations and holistic treatment plans. Its approach combines Ayurveda, Allopathy, and Nutrition to identify the root cause of hair fall and deliver customized hair-care kits directly to customers. The brand also supports customers through medically trained hair coaches and proprietary technology, with a vision to reduce the stigma around hair loss and address its emotional and psychological impact.

Additional information

Department: Customer Experience / Clinic Operations

Reporting to: Assistant Store Manager

Employment type: Full-time

Location: Thane, India