Job Title: Social Media Customer Support ExecutiveDepartment: Customer ServiceReports To: Assistant Manager Customer ServiceLocation: PuneEmployment Type: Full-TimeAbout the Role:Frido is looking for a Social Media Customer Support Executive to manage customer interactions across social media platforms - comments, DMs, and reviews - while also handling outbound/inbound calling as part of the role. The candidate will be responsible for maintaining a quick, on-brand, and helpful presence across all social channels, ensuring quick resolution of customer queries and complaints.Key Responsibilities:- Monitor and respond to customer comments and DMs across Instagram, Facebook, and other social platforms in real time.- Handle customer queries, complaints, and feedback related to orders, products, delivery, and after-sales service via social media.- Make and receive calls to customers (mandatory) for order confirmations, complaint resolution, follow-ups, and escalations arising from social media conversations.- Ensure timely and accurate resolution of issues - replacements, refunds, exchanges - coordinating with logistics/warehouse and support teams as needed.- Maintain First Response Time (FRT) under 1 minute on all comments and DMs.- De-escalate negative comments/reviews professionally and move sensitive conversations to DM/call wherever required to protect brand image.- Flag recurring complaints, negative sentiment trends, or PR-sensitive issues to the team lead immediately.- Accurately log all interactions (chat, DM, call) in the CRM/helpdesk system.- Support proactive engagement - replying to positive comments,



tagging opportunities, and community engagement as guided by the marketing team.- Maintain consistency in tone and messaging aligned with Frido's brand voice across all platforms.- Meet targets on FRT, resolution rate, and customer satisfaction (CSAT).Required Skills & Qualifications:- Graduate in any discipline.- Minimum 2 years of experience in social media comment/DM handling and customer support (voice + non-voice combined experience required).- Strong written communication - clear, quick, and on-brand.- Confident and clear verbal communication for calling (mandatory requirement - not optional for this role).- Comfortable multitasking across comments, DMs, and calls simultaneously.- Familiarity with social media platforms (Instagram, Facebook) and social/CRM tools (e.g., Freshdesk, Zoho, Sprinklr, or similar) preferred.- Ability to stay calm and professional while handling public-facing negative comments/complaints.- Willingness to work rotational shifts and rotational week offs, 6 days of work week.Key Performance Indicators (KPIs)- First Response Time (FRT): Below 1 minute- Resolution Rate (Comments/DMs/Calls)- Customer Satisfaction Score (CSAT)- Call Handling - outbound targets met- Negative comment/complaint escalation and turnaround time- Brand tone/voice adherence scoreWorking Conditions- Rotational shifts (to cover extended social media monitoring hours).- Rotational week offs; 6 - day work week.- Calling is a mandatory part of the role, in addition to comment/DM handling.Interested candidates can send their resumes at [email protected]

📌 Social Media - Customer Support Executive (Nashik)
🏢 Frido
📍 Nashik