Job Title: Customer Experience Associate
Location: New Delhi
About Fraganote
We 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 Summary
We'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 Responsibilities
Customer Interaction & Support
- Handle customer queries across channels (Instagram, WhatsApp, email, chat, etc.)
- Ensure timely, clear, and empathetic responses
- Resolve issues while maintaining a strong brand voice
Customer Experience
- Deliver a seamless and premium experience across all interactions
- Handle basic escalations with maturity and ownership
- Build strong relationships with customers and brand loyalists
Operations & Coordination
- Coordinate with logistics, operations, and product teams for issue resolution
- Assist in managing order-related queries, returns, and exchanges
- Maintain accurate records in CRM/tools
Feedback & Improvement
- Capture customer insights and feedback
- Identify recurring issues and suggest improvements
- Support in improving FAQs, processes, and workflows
Key Skills & Competencies
- Strong written and verbal communication skills
- Customer-first mindset with high empathy
- Problem-solving attitude with attention to detail
- Ability to multitask in a fast-paced environment
- Basic understanding of D2C brands and customer journeys
- Familiarity with tools like Shopify, Zendesk, Freshdesk is a plus
Qualifications
- Bachelor's degree in any relevant field
- 0–2 years of relevant experience
- Prior exposure to D2C/startup environments is highly preferred
