FRIDO WORK FROM HOME JOB

Position: Sr customer service executive  

Company Description

Frido is a company based in Pune that is dedicated to building innovative products to enhance everyday activities such as walking, sitting, and sleeping. Our range of award-winning products, including wheelchairs, shoe inserts, and seat cushions, have earned recognition in the Indian market with Amazon’s Choice and Bestseller tags. Our mission is to enable people to lead a pain-free life and provide them with the freedom to do more through our innovative solutions.  

Responsibilities:

1. Manage and oversee the day-to-day operations of the customer service team, ensuring timely and accurate resolution of customer inquiries and issues via chat, social media Escalations 2. Develop and implement strategies to optimize the customer service experience, including streamlining processes, improving response times, and enhancing customer satisfaction. 3. Lead and mentor a team of customer service representatives, providing guidance, support, and ongoing training to ensure high performance and professional development. 4. Collaborate with cross-functional teams, including sales, marketing, and product development, to address customer feedback, resolve escalated issues, and implement customer-centric initiatives. 5. Maintain accurate records of customer interactions, feedback, and resolutions, ensuring compliance with data protection regulations and internal policies. 6. Stay informed about industry trends, competitor activities, and best practices in customer service management, and incorporate this knowledge into continuous improvement efforts. 7. Act as a liaison between customers and internal teams, advocating for customer needs and driving initiatives to enhance the overall customer experience. 8. Handle escalated customer inquiries and complaints with professionalism, empathy, and a focus on achieving positive outcomes.  

Qualifications:

Bachelor’s degree in Business Administration, Marketing, or a related field. 2-5 years of experience in customer service management, preferably in a startup or brand environment. Proven track record of success in team management, team handling, and driving performance improvements. Strong understanding of e-commerce customer service principles and best practices. Excellent communication skills, both written and verbal, with the ability to interact effectively with customers and internal stakeholders. Proficiency in data management and analysis, with experience using CRM systems and analytics tools. Ability to work effectively in a fast-paced, dynamic environment and adapt quickly to changing priorities. Passion for delivering exceptional customer experiences and a commitment to continuous improvement.