Customer Support Executive

About Frido:

Founded in 2015 and headquartered in Pune, Frido is a leading ergonomic comfort and wellness brand dedicated to helping people walk, sit, and sleep better. Starting with mobility aids, Frido has evolved into a holistic comfort brand offering footwear, cushions, pillows, and ergonomic accessories designed to enhance everyday well-being. With innovation at its core, Frido blends science, design, and technology to create products that bring comfort to every step and moment of life.

Role Description:

Frido is looking for a proactive Customer Support Executive to deliver prompt, empathetic, and effective customer assistance across inbound/outbound calls, live website chat, and WhatsApp. In this role, you will be the direct voice and presence of Frido, addressing customer queries, managing post-purchase support, and ensuring high customer satisfaction.

• Omnichannel Support: Manage inbound/outbound calls and handle multiple concurrent chat/WhatsApp interactions covering order status, product guidance, sizing, delivery timelines, and returns/exchanges.
• Issue Resolution: Resolve customer complaints regarding damaged items, delayed shipments, or wrong deliveries by coordinating replacements, refunds, or exchanges in line with company policy.
• Customer Retention: Address cancellation or return requests with a solution-oriented approach, converting them into successful resolutions or product exchanges where possible.
• CRM & Documentation: Accurately log every interaction, call note, ticket status, and resolution details across CRM and helpdesk tools (such as Freshdesk, Zoho, or Gorgias).
• Cross-Functional Coordination: Escalate complex issues to logistics, marketplace, or tech teams and follow through to ensure timely closure.
• Performance Standards: Maintain quality metrics including First Contact Resolution (FCR), Average Handling Time (AHT), SLA adherence, and Customer Satisfaction Scores (CSAT).

Qualifications:

• Education: Bachelor's degree (Graduate in any discipline).
• Experience: 0-1 years of customer support experience in voice, live chat, or WhatsApp channels; freshers with excellent communication skills are welcome to apply.
• Communication Skills: Clear, confident verbal communication and strong, grammatically sound written English and Hindi.
• Technical Skills: Fast typing speed and basic computer proficiency; familiarity with CRM/helpdesk systems (e.g., Freshdesk, Zoho) or WhatsApp Business tools is preferred.
• Domain Knowledge: Basic understanding of D2C/e-commerce order flows (COD, prepaid, RTO, replacement/refund cycles) is an advantage.
• Soft Skills: High empathy, active listening, strong problem-solving abilities, and the capacity to multitask in a fast-paced environment.
• Flexibility: Comfortable working in rotational shifts and week-offs from the Pune office.

Why Join Frido

• Opportunity to contribute to a fast-growing mobility and wellness brand.
• High-ownership role with direct impact on B2B business growth.
• Collaborative and entrepreneurial work culture.