Customer service representative

Frido · Pune, India

We're Hiring | Customer Service Executive

Location: Pune

Department: Customer Service

Employment Type: Full-Time

Are you a customer-focused communicator who enjoys solving problems and creating great customer experiences?

Join Frido as a Customer Service Executive and be part of a fast-paced D2 C environment where you'll interact with customers, resolve concerns, and help them get the best experience with our products.

What You'll Do:

Handle inbound customer calls related to orders, products, sizing/fit, delivery, damages, and complaints.

Make outbound calls for COD order confirmation, delivery follow-ups, feedback, and post-purchase support.

Guide customers on Frido products and resolve product-related queries.

Coordinate refunds, replacements, and exchanges with logistics and warehouse teams.

Handle customer complaints with empathy and take ownership until resolution.

Maintain accurate call notes, follow-ups, and resolution status in CRM/helpdesk systems.

Handle cancellation requests by understanding and addressing customer concerns.

Coordinate with Amazon, Flipkart, and other marketplace teams when required.

Meet targets related to call handling, resolution rate, call quality, and CSAT.

What We're Looking For:

Graduate in any discipline

1–3 years of experience in customer support/calling; freshers with strong communication skills can also apply.

Excellent Hindi & English communication skills.

Basic computer skills and comfortable working with CRM/order management systems.

Patient, empathetic, and solution-oriented approach.

Ability to multitask and work in a fast-paced, target-driven environment.

Experience in E-commerce/D2 C customer support will be an added advantage.

Key Performance Areas:

First Call Resolution (FCR)

Average Handling Time (AHT)

Customer Satisfaction (CSAT)

Call Quality & Process Adherence

Rotational shifts & week-offs based on support requirements

Work from Office – Pune