Customer Service Representative

About Fraganote

Fraganote is a VC-backed Indian fragrance house redefining how modern India experiences

perfume.

We are deeply obsessed with blends, stories, and the emotional architecture of fragrance.

Here, perfume isnt a product its 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 Summary:

The Senior Customer Representative will lead and manage the customer support team to

ensure high-quality service delivery, customer satisfaction, and operational efficiency. The

role involves managing daily support operations, improving processes, handling escalations,

and driving service excellence across all customer touchpoints.

Key Responsibilities:

Customer Support Operations

• Manage day-to-day customer support operations across channels (phone, email,
• chat, CRM, etc.)
• Ensure timely and effective resolution of customer queries and issues
• Monitor service levels, response times, and customer satisfaction metrics

Customer Experience & Escalation Management

• Handle complex customer escalations and complaints
• Act as a point of contact for high-priority or key customers
• Ensure consistent, professional, and customer-centric communication

Process Improvement & Quality Assurance

• Develop and implement support processes, SOPs, and best practices
• Identify gaps and drive continuous improvement initiatives
• Monitor call quality, ticket quality, and compliance with standards

Cross-functional Collaboration

• Work closely with Sales, Product, Operations, and Tech teams
• Provide customer feedback to improve products and services
• Support product launches, updates, and customer communications

Tools & Systems

• Manage CRM and ticketing systems (Zendesk, Freshdesk, Salesforce, etc.)
• Ensure accurate documentation and data integrity in support systems

Key Skills & Competencies:

• Strong people management and leadership skills
• Excellent verbal and written communication
• Problem-solving and conflict resolution abilities
• Customer-focused mindset with attention to detail
• Strong analytical and reporting skills
• Ability to work in a fast-paced environment

Qualifications:

• Bachelors degree in Business, Communications, or a related field
• 14 years of experience in customer support or service roles
• Prior experience in a supervisory or managerial role preferred