Frido
Website:
myfrido.com
Job details:
Frido is hiring for Senior Executive - Escalation
🔹 Key Responsibilities:
- Manage and resolve high-priority customer escalations, including CXO/CEO-level cases.
- Conduct Root Cause Analysis (RCA) and drive Corrective and Preventive Actions (CAPA).
- Handle sensitive customer communications via email, WhatsApp, calls, and social media.
- Collaborate with cross-functional teams to ensure timely resolution.
- Prepare escalation reports, track trends, and ensure closure within defined SLAs.
- Maintain customer relationships and protect brand reputation through effective problem-solving.
🔹 What We’re Looking For:
- 3–5 years of overall experience in Customer Support.
- Minimum 2 years of hands-on experience in escalation management.
- Proven experience handling CXO/CEO-level escalations.
- Strong RCA, CAPA, analytical, and communication skills.
- A graduate degree in any discipline.
- Experience with CRM tools such as Zendesk, Freshdesk, or Salesforce is a plus.
📍 Work Location: Pune (Office-based)
💼 Employment Type: Full-time
If you have the expertise to handle challenging situations with confidence, empathy, and ownership, we’d love to hear from you!
📩 Interested candidates can share their updated CV on komal.m@myfrido.com
Click on Apply to know more.
