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
What support tool do/did you use to communicate with customers?
Are you fluent in both spoken and written English, and comfortable communicating with international clients?
Are you willing to work full-time from our Greater Noida office?
Have you worked with any of the following before -- Shopify, WhatsApp Business tools (e.g., Zoko/Bitespeed), Ticket systems (e.g., Zoho Desk), or Instagram DM support?
Experience:
Customer service: 1 year (Preferred)
Location:
Greater Noida, Uttar Pradesh (Required)
Work Location: In person