Job DescriptionJob Title: Social Media Customer Support Executive
NDepartment: Customer Service
NReports To: Assistant Manager Customer Service
NLocation: Pune
NEmployment Type: Full time
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nAbout the Role:
NFrido 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.
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nKeyResponsibilities:
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Monitor and respond to customer comments and DMs across Instagram, Facebook, and other social platforms in real time. N
Handle customer queries, complaints, and feedback related to orders, products, delivery, and after-sales service via social media. N
Make and receive calls to customers (mandatory) for order confirmations, complaint resolution, follow-ups, and escalations arising from social media conversations. N




Ensure timely and accurate resolution of issues - replacements, refunds, exchanges - coordinating with logistics/warehouse and support teams as needed. N
Maintain First Response Time (FRT) under 1 minute on all comments and DMs. N
De-escalate negative comments/reviews professionally and move sensitive conversations to DM/call wherever required to protect brand image. N
Flag recurring complaints, negative sentiment trends, or PR-sensitive issues to the team lead immediately. N
Accurately log all interactions (chat, DM, call) in the CRM/helpdesk system. N
Support proactive engagement - replying to positive comments, tagging opportunities, and community engagement as guided by the marketing team. N
Maintain consistency intone and messaging aligned with Frido‘s brand voice across all platforms. N
Meet targets on FRT, resolution rate, and customer satisfaction (CSAT). N

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nReq

📌 Social Media Surat (India)
🏢 Frido
📍 India