Frido
Website:
myfrido.com
Job details:
Customer Support Executive – Social Media Escalations
Who We Are:
Founded in 2015 and headquartered in Pune, Frido is a leading ergonomic comfort and wellness brand. 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,
Key Responsibilities:
1. Customer Engagement:
o Respond promptly to customer queries and comments on social media
platforms, including but not limited to Facebook, Twitter, Instagram,
LinkedIn, and YouTube.
o Engage in meaningful conversations with customers to build strong brand
loyalty.
2. Issue Resolution:
o Address customer complaints, resolve issues, and escalate complex cases
to the appropriate teams when necessary.
o Follow up with customers to ensure their concerns are fully resolved.
3. Monitoring:
o Monitor social media channels for mentions of the brand, customer
feedback, and emerging issues.
4. Knowledge Management:
o Maintain up-to-date knowledge of company products, services, and policies
to provide accurate assistance.
o Update FAQs and canned responses to reflect the latest information.
5. Crisis Management:
o Handle high-pressure situations involving negative feedback or brand
reputation threats with professionalism and tact.
Qualifications:
o Bachelor’s degree in Communication, Marketing, Business Administration, or
a related field.
• Experience:
o 3-4 years of experience in social media management – strictly customer
support, or a related role. Comfortable calling customers proactively.
o Experience using social media management tools (e.g., Sprout Social,
Hootsuite, Simplify 360, etc.).
• Skills:
o Strong problem-solving abilities and the capacity to think on your feet.
o Familiarity with social media platforms and their best practices.
o Empathy, patience, and a customer-first attitude.
Preferred Skills:
• Proficiency in analytics tools to measure customer sentiment and engagement
metrics.
• Experience with CRM or helpdesk software (e.g., Salesforce, Simplify 360).
• Knowledge of brand reputation management and crisis response strategies.
Working Hours:
• Flexible schedule, including weekends and holidays, as required by the business
Interested Candidates can share there resume on this mentioned mail id - mehak.a@myfrido.com
Click on Apply to know more.