Job Title: Social Media Customer Support Executive /n Department: Customer Service /n Reports To: Assistant Manager Customer Service /n Location: Pune /n Employment Type: Full-Time /n About the Role: /n 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 fast, on-brand, and helpful presence across all social channels, ensuring quick resolution of customer queries and complaints. /n Key Responsibilities: /n /n

- Monitor and respond to customer comments and DMs across Instagram, Facebook, and other social platforms in real time.

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- Handle customer queries, complaints, and feedback related to orders, products, delivery, and after-sales service via social media.

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- Make and receive calls to customers (mandatory) for order confirmations, complaint resolution, follow-ups, and escalations arising from social media conversations.

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- Ensure timely and accurate resolution of issues - replacements, refunds, exchanges - coordinating with logistics/warehouse and support teams as needed.

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- Maintain First Response Time (FRT) under 1 minute on all comments and DMs.

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- De-escalate negative comments/reviews professionally and move sensitive conversations to DM/call wherever required to protect brand image.

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- Flag recurring complaints, negative sentiment trends, or PR-sensitive issues to the team lead immediately.

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- Accurately log all interactions (chat, DM, call) in the CRM/helpdesk system.

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- Support proactive engagement - replying to positive comments, tagging opportunities,



and community engagement as guided by the marketing team.

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- Maintain consistency in tone and messaging aligned with Frido's brand voice across all platforms.

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- Meet targets on FRT, resolution rate, and customer satisfaction (CSAT).

/n /n Required Skills & Qualifications: /n /n

- Graduate in any discipline.

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- Minimum 2 years of experience in social media comment/DM handling and customer support (voice + non-voice combined experience required).

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- Strong written communication - clear, quick, and on-brand.

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- Confident and clear verbal communication for calling (mandatory requirement - not optional for this role).

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- Comfortable multitasking across comments, DMs, and calls simultaneously.

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- Familiarity with social media platforms (Instagram, Facebook) and social/CRM tools (e.g., Freshdesk, Zoho, Sprinklr, or similar) preferred.

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- Ability to stay calm and qualified while handling public-facing negative comments/complaints.

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- Willingness to work rotational shifts and rotational week offs, 6 days of work week.

/n /n Key Performance Indicators (KPIs) /n /n

- First Response Time (FRT): Below 1 minute

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- Resolution Rate (Comments/DMs/Calls)

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- Customer Satisfaction Score (CSAT)

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- Call Handling - outbound targets met

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- Negative comment/complaint escalation and turnaround time

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- Brand tone/voice adherence score

/n /n Working Conditions /n /n

- Rotational shifts (to cover extended social media monitoring hours).

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- Rotational week offs; 6 - day work week.

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- Calling is a mandatory part of the role, in addition to comment/DM handling.

/n /n Interested candidates can send their resumes at [email protected]

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