Job Description

We’re Hiring | Customer Service Executive

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Location: Pune

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Department: Customer Service

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Employment Type: Full time

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Are you a customer-focused communicator who enjoys solving problems and creating great customer experiences?

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Join Frido as a Customer Service Executive and be part of a fast-paced D2C environment where you’ll interact with customers, resolve concerns, and help them get the best experience with our products.

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What You’ll Do:

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Handle inbound customer calls related to orders, products, sizing/fit, delivery, damages, and complaints.

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Make outbound calls for COD order confirmation, delivery follow-ups, feedback, and post-purchase support.

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Guide customers on Frido products and resolve product-related queries.

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Coordinate refunds, replacements, and exchanges with logistics and warehouse teams.

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Handle customer complaints with empathy and take ownership until resolution.

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Maintain accurate call notes, follow-ups, and resolution status in CRM/helpdesk systems.

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Handle cancellation requests by understanding and addressing customer concerns.

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Coordinate with Amazon, Flipkart, and other marketplace teams when required.

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Meet targets related to call handling, resolution rate, call quality, and CSAT.

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What We’re Looking For:

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Graduate in any discipline

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1–3 years of experience in customer support/calling; freshers with strong communication skills can also apply.

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Excellent Hindi & English communication skills.

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Basic computer skills and comfortable working with CRM/order management systems.

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Patient, empathetic, and solution-oriented approach.

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Ability to multitask and work in a fast-paced, target-driven environment.

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Experience in E-commerce/D2C customer support will be an added advantage.

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Key Performance Areas:

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First Call Resolution (FCR)

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Average Handling Time (AHT)

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Customer Satisfaction (CSAT)

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Call Quality & Process Adherence

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⏰ Rotational shifts & week-offs based on support requirements

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Work from Office – Pune

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📌 Customer Service Representative (Pune)
🏢 Frido
📍 Pune