Customer Service Representative

About FraganoteFraganote is a VC-backed Indian fragrance house redefining how modern India experiencesperfume.We are deeply obsessed with blends, stories, and the emotional architecture of fragrance.Here, perfume isn’t a product — it’s identity, memory, mood, and cultural commentary.Conversations in our office range from olfactory construction to consumer psychology towhether a vanilla note should feel smoky, creamy, or quietly powerful.Job Summary:The Senior Customer Representative will lead and manage the customer support team toensure high-quality service delivery, customer satisfaction, and operational efficiency. Therole involves managing daily support operations, improving processes, handling escalations,and driving service excellence across all customer touchpoints.Key Responsibilities:Customer Support OperationsManage day-to-day customer support operations across channels (phone, email,chat, CRM, etc.)Ensure timely and effective resolution of customer queries and issuesMonitor service levels, response times, and customer satisfaction metricsCustomer Experience & Escalation ManagementHandle complex customer escalations and complaintsAct as a point of contact for high-priority or key customersEnsure consistent, professional, and customer-centric communicationProcess Improvement & Quality AssuranceDevelop and implement support processes, SOPs, and best practicesIdentify gaps and drive continuous improvement initiativesMonitor call quality, ticket quality, and compliance with standardsCross-functional CollaborationWork closely with Sales, Product, Operations, and Tech teamsProvide customer feedback to improve products and servicesSupport product launches, updates, and customer communicationsTools & SystemsManage CRM and ticketing systems (Zendesk, Freshdesk, Salesforce, etc.)Ensure accurate documentation and data integrity in support systemsKey Skills & Competencies:Strong people management and leadership skillsExcellent verbal and written communicationProblem-solving and conflict resolution abilitiesCustomer-focused mindset with attention to detailStrong analytical and reporting skillsAbility to work in a fast-paced environmentQualifications:Bachelor’s degree in Business, Communications, or a related field1–4 years of experience in customer support or service rolesPrior experience in a supervisory or managerial role preferred

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