Social Media - Customer Support Executive

Fridom

2-4 Years

Pune, India

Posted 2 hours ago

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Job Description

Job Title: Social Media Customer Support Executive

Department: Customer Service

Reports To: Assistant Manager Customer Service

Location: Pune

Employment Type: Full-Time

About 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 fast, 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)