Customer Relationship Executive

6 days ago

Pune, India Frido Full time

Customer Relationship Executive

About Us

At Frido, we don’t just sell products—we build comfort solutions that change everyday life. Our

Inside Sales team plays a key role in ensuring customers not only buy from us but also experience

long-term satisfaction. We’re looking for a Customer Success Executive (Inside Sales) who can

balance query resolution, escalation handling, and proactive sales enablement—turning

conversations into conversions.

What You’ll Do

Customer Success & Query Handling

• Be the first line of resolution for customer queries across calls, email, and chat.

• Handle incoming calls with empathy while identifying upsell or cross-sell opportunities.

• Maintain high CSAT by ensuring quick, accurate, and human-first resolutions.

Sales-Driven Success

• Manage Payment Pending Follow-ups (Pillar 1) to maximize conversions and reduce

drop-offs.

• Work on Incoming Calls (Pillar 2) to ensure smooth customer experience + inside sales

push.

• Support Inside Sales Customer Success (Pillar 3) by nurturing leads into loyal customers.

Escalations & Process Ownership

• Take ownership of escalated cases and ensure fast resolution.

• Use tools like Zoho Desk, IVR, and CRM to manage tickets and customer journeys.

• Collaborate with inside sales managers to improve customer experience and retention.

Tech & Process Enablement

• Maintain accurate records of all interactions in CRM & ticketing tools.

• Leverage Asana and workflow tools to stay aligned with team priorities.

• Share insights from interactions to help improve scripts, processes, and playbooks.

Who You Are

• Freshers to 4 Years of experience in Customer Success / Inside Sales in D2C retail or

consumer brand or E Commerce Brands

• Strong communication skills with proven escalation management ability.

• Experience with CRM, IVR systems, Zoho Desk, and ticketing tools.

• Exposure to Asana or other workflow tools is a plus.

• Background in D2C brands preferred.

• High agency, proactive problem-solver, and thrives in a target-driven environment.

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