Job Summary

We are seeking a highly motivated, empathetic, and detail-oriented Customer Service Representative to join the Fragrancebuy team. As the primary point of contact for our customers, you will play a critical role in delivering exceptional customer experiences across email and social media channels. This role requires strong emotional intelligence, excellent written communication, problem-solving abilities, and the ability to remain calm and solution-focused in a quick-paced, high-volume environment — especially during major sales events and peak seasons.

A passion for fragrances and prior involvement in fragrance communities such as Basenotes or Fragrantica is considered a strong asset, as product knowledge and genuine enthusiasm for the fragrance industry are highly valued at Fragrancebuy.

Bilingual candidates (English/French) are strongly preferred to better support our diverse customer base.

Responsibilities

- Handle inbound customer inquiries via email and social media professionally, empathetically, and efficiently
- Resolve customer concerns related to orders, shipping, products, returns, and general inquiries while maintaining a customer-first approach
- Manage social media escalations and public-facing customer interactions with professionalism and care
- Build strong emotional connections with customers through thoughtful and personalized communication
- Assist customers with product recommendations and fragrance-related inquiries
- Read and manage long email threads efficiently while maintaining strong attention to detail
- Accurately document all customer interactions within internal systems and CRM platforms
- Collaborate with internal teams including warehouse, logistics, and management to resolve escalated cases




- Analyze recurring customer concerns and provide feedback to improve customer experience processes
- Maintain productivity and accuracy during high-volume periods, including promotional events and holiday sales
- Perform additional tasks and responsibilities as assigned by management

Preferred Qualifications & Skills

- Previous customer service experience in email-based support and/or social media support is highly preferred
- Prior experience handling customer escalations and difficult situations professionally
- Strong written communication skills with excellent grammar and attention to tone
- Bilingual proficiency in English and French is a major asset
- Passion for fragrances and knowledge of designer, niche, and trending fragrances preferred
- Strong problem-solving and critical-thinking abilities
- Ability to multitask and prioritize effectively in a fast-paced environment
- Ability to work under pressure and manage high ticket volumes during peak business periods
- Strong typing skills and ability to efficiently navigate long email conversations
- High attention to detail and organizational skills
- Experience with CRM platforms, helpdesk software, or e-commerce customer support tools is an advantage
- Positive attitude, accountability, and willingness to learn

What We’re Looking For

We’re looking for someone who genuinely cares about customers, communicates with empathy, and can confidently handle both routine inquiries and escalated situations. The ideal candidate is emotionally intelligent, adaptable, organized, and passionate about delivering exceptional customer experiences while representing the Fragrancebuy brand professionally across all channels.

Pay: $19.00 per hour

Work Location: In person

📌 Customer Service Representative (Niagara Falls)
🏢 FragranceBuy
📍 Niagara Falls