Customer Service Representative

Frido; Pune District; On-site; INR 250,000 - 360,000; Full time

Job summary

Frido in Pune is seeking a Customer Service Executive to support a fast-paced D2C environment. You will handle inbound/outbound calls, guide customers on products, and coordinate refunds or replacements with logistics teams.

The role requires 1–3 years in customer support or strong communication skills, with fluency in Hindi and English. Freshers with good communication are welcome and CRM/order management systems experience is a plus.

Qualifications

• Graduate in any discipline with strong communication skills.
• 1–3 years of experience in customer support or calling; freshers are welcome.
• Excellent Hindi & English communication skills.
• Basic computer skills and comfortable using CRM/order management systems.
• Patient, empathetic, and solution-oriented.
• Ability to multitask in a fast-paced, target-driven environment.
• E-commerce/D2C support experience is a plus.

Responsibilities

• Handle inbound customer calls about orders, products, sizing/fit, delivery, damages, and complaints.
• Make outbound calls for COD confirmations, delivery follow-ups, feedback, and post-purchase support.
• Guide customers on Frido products and resolve product-related queries.
• Coordinate refunds, replacements, exchanges with logistics and warehouse teams.
• Handle complaints with empathy and ownership until resolution.
• Maintain accurate call notes and follow-ups in CRM/helpdesk systems.
• Handle cancellation requests by addressing customer concerns.
• Coordinate with marketplace teams when required.
• Meet targets for call handling, resolution rate, call quality, CSAT.

Skills

Communication skills

Customer focus

Empathy

Multitasking

CRM systems

Order management systems

Education

Graduate in any discipline

Tools

CRM systems

Order management systems

Job description

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 D2C 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/D2C 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