Job Title: Customer Experience AssociateLocation: New DelhiAbout FraganoteWe are deeply obsessed with blends, stories, and the emotional architecture of fragrance. Here, perfume isn’t just a product — it’s identity, memory, mood, and cultural commentary.Conversations in our office range from olfactory construction to consumer psychology to whether a vanilla note should feel smoky, creamy, or quietly powerful.Job SummaryWe’re looking for someone who can own customer conversations end-to-end and help us deliver a thoughtful, premium experience across all touchpoints.This role is ideal for someone early in their career who thrives in fast-paced environments and genuinely enjoys engaging with customers.Key ResponsibilitiesCustomer Interaction & SupportHandle customer queries across channels (Instagram, WhatsApp, email, chat, etc.)Ensure timely, clear, and empathetic responsesResolve issues while maintaining a strong brand voiceCustomer ExperienceDeliver a seamless and premium experience across all interactionsHandle basic escalations with maturity and ownershipBuild strong relationships with customers and brand loyalistsOperations & CoordinationCoordinate with logistics, operations, and product teams for issue resolutionAssist in managing order-related queries, returns, and exchangesMaintain accurate records in CRM/toolsFeedback & ImprovementCapture customer insights and feedbackIdentify recurring issues and suggest improvementsSupport in improving FAQs, processes, and workflowsKey Skills & CompetenciesStrong written and verbal communication skillsCustomer-first mindset with high empathyProblem-solving attitude with attention to detailAbility to multitask in a fast-paced environmentBasic understanding of D2C brands and customer journeysFamiliarity with tools like Shopify, Zendesk, Freshdesk is a plusQualificationsBachelor’s degree in any relevant field0–2 years of relevant experiencePrior exposure to D2C/startup environments is highly preferred
Job Title
Customer Service Representative