Customer Experience Leader
6 days ago
About Frido
Frido is a pioneering company headquartered in Pune, dedicated to revolutionizing everyday experiences for people with innovative product design. Our award-winning lineup has earned prestigious accolades like Amazon's Choice and Bestseller tags in the Indian market.
Role: Senior Customer Service Executive
We are seeking an experienced leader to join our team as a Senior Customer Service Executive. In this role, you will play a critical part in shaping our customer service strategy and driving excellence in customer experience.
Responsibilities:
1. Customer Query Resolution
Effectively resolve customer queries and issues through social media channels, ensuring timely and satisfactory responses.
2. Customer Service Strategy Development
Develop strategies to streamline processes, improve response times, and enhance satisfaction levels in our fast-paced D2C environment.
3. Collaboration and Feedback Integration
Closely collaborate with sales, marketing, and product teams to integrate customer feedback, resolve escalations, and drive customer-first initiatives.
4. Record Keeping and Analysis
Maintain and analyze detailed records of customer interactions, feedback, and resolutions, ensuring compliance with internal standards and data protection regulations.
5. Industry Insights and Trend Awareness
Stay up-to-date with D2C and startup trends, leveraging industry insights to continuously improve service delivery and customer experience.
6. Communication and Escalation Handling
Serve as a bridge between customers and internal teams, advocating for customer needs and driving initiatives that enhance their overall experience. Handle high-priority escalations with professionalism and empathy, focusing on positive resolutions and long-term customer retention.
Qualifications:
1. Educational Background
Bachelor's degree in business, marketing, or a related field.
2. Relevant Experience
3-6 years of customer service management experience in D2C, startup, or fast-growing brands.
3. Leadership and Team Management Skills
Proven success in team management and customer service performance improvement.
4. Technical Skills
In-depth knowledge of e-commerce customer service, CX strategies, and digital channels.
5. Communication and Data Analysis Skills
Strong written and verbal communication skills with a passion for customer-centric solutions. Data-savvy, with proficiency in CRM systems, analytics, and KPI tracking.
6. Adaptability and Passion for Excellence
Thrive in dynamic, fast-paced environments, with a strong ability to adapt and lead through change. A passion for delivering outstanding customer experiences and driving continuous improvement.
Estimated Salary:
Rupees 8,00,000 - 12,00,000 per annum, depending on experience and qualifications.
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