Senior Customer Service Executive

2 weeks ago

Tiruppur, India Frido Full time

Company Description:


Frido, headquartered in Pune, is on a mission to empower people to live pain-free, fulfilling lives through innovative product design. Our award-winning lineup—ranging from wheelchairs and shoe inserts to seat cushions—has earned prestigious accolades such as Amazon's Choice and Bestseller tags in the Indian market. We are passionate about revolutionizing everyday experiences like walking, sitting, and sleeping, providing comfort and mobility to millions. As a fast-growing company with a D2C model, Frido thrives on innovation, customer feedback, and a commitment to quality.


Role: Senior Customer Service Executive


Responsibilities:


1. Lead and manage the customer service team, ensuring timely and effective resolution of customer queries and issues through social media channels.

2. Develop customer service strategies to streamline processes, improve response times, and enhance satisfaction levels in a fast-paced D2C environment.

3. Collaborate closely with sales, marketing, and product teams to integrate customer feedback, resolve escalations, and drive customer-first initiatives.

4. Maintain and analyze detailed records of customer interactions, feedback, and resolutions, ensuring compliance with internal standards and data protection regulations.

5. Keep abreast of D2C and startup trends, leveraging industry insights to continuously improve service delivery and customer experience.

6. Serve as a bridge between customers and internal teams, advocating for customer needs and driving initiatives that enhance their overall experience.

7. Handle high-priority escalations with professionalism and empathy, focusing on positive resolutions and long-term customer retention.


Qualifications:


1.Bachelor’s degree in business, Marketing, or a related field.

2. 3-6 years of customer service management experience in D2C, startup, or fast-growing brands.

3. Proven success in team management and customer service performance improvement.

4. In-depth knowledge of e-commerce customer service, CX strategies, and digital channels.

5. Strong written and verbal communication skills with a passion for customer-centric solutions.

6. Data-savvy, with proficiency in CRM systems, analytics, and KPI tracking.

7. Thrive in dynamic, fast-paced environments, with a strong ability to adapt and lead through change.

8. A passion for delivering outstanding customer experiences and driving continuous improvement.

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