Frido - Senior Customer Support Executive (4-6 Yrs) Pune (After-Sales/Customer Service)

About the Role: Frido is seeking a Senior Customer Support Executive to manage end-to-end customer support operations for our consumer-facing brand. This role demands hands-on ownership of customer interactions across multiple channels, ensuring exceptional customer experience, timely resolution, and continuous process improvement. Key Responsibilities: - Manage customer support across Email, Chat, WhatsApp, social media, and Calls.
-Independently handle complex queries, escalations, refunds, replacements, and complaints.
-Ensure adherence to TATs, SLAs, and quality benchmarks.
-Coordinate with logistics, warehouse, quality, and internal teams for issue resolution.
-Analyze customer feedback to identify recurring issues and process gaps.
-Maintain accurate documentation and update CRM / ticketing systems.
-Guide and support junior customer support executives when required.
-Drive improvements in CSAT, NPS, and First Contact Resolution (FCR) Requirements: - 4-6 years of experience in Customer Support / Customer Experience.
-Experience in D2C, E-commerce, Retail, Consumer Goods, Healthcare, or Lifestyle brands.
-Strong hands-on experience with CRM / Ticketing tools (Freshdesk, Zendesk, Salesforce, etc.).
-Excellent written and verbal communication skills.
-Ability to manage high ticket volumes and escalations professionally.
-Strong customer-first mindset with problem-solving abilities.
-Comfortable working in a fast-paced, high-ownership environment. (ref:updazz.com)

Payroll Type : Permanent