Customer Service Specialist

Job Description

House of Em5 is not just a perfume brand — it’s a revolution in fragrance. Backed by the spotlight of Shark Tank India, we’re redefining how India experiences luxury, identity, and self-expression through scent. With rapid growth and a loyal community, we’re building a brand that speaks to the bold, the curious, and the authentic. Role Overview: As our Customer Relationship Manager, you’ll be at the heart of everything we do — owning customer experiences from the first click to lasting loyalty. This role is perfect for someone who loves interacting with people, understands the value of personal touch, and is passionate about building deep, long-term customer relationships. Key Responsibilities: Be the primary point of contact for our customers across all platforms (website, WhatsApp, social media, email, and more). Respond to inquiries, resolve concerns, and turn every interaction into a delightful brand experience. Collect and analyze customer feedback to improve service quality and brand perception. Develop retention strategies and personalized outreach for loyal and high-value customers. Coordinate with logistics and operations teams to ensure smooth order fulfillment and post-purchase satisfaction. Leverage CRM tools to build, segment, and engage our customer base more effectively. Surprise and delight our top customers with exclusive offers, notes, and moments of care. Show more Show less