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Senior Customr Support Executive

Senior Customr Support Executive

Arcatron Mobility

3 - 6 years

5 - 9 Lacs

pune

Posted:1 week ago| Platform:

Apply

Skills Required

customr support customer experience management csat escalation management customer satisfaction net promoter score sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Company:

Location:

Experience:

Industry Preference:

Employment Type:

Senior Customer Support Executive

Key Responsibilities

Manage
end-to-end customer support
across Email, Chat, WhatsApp, Social Media, and Calls
Handle
complex customer queries, escalations, refunds, replacements, and complaints
independently
Ensure adherence to
TATs, SLAs, and quality standards
Coordinate with
logistics, warehouse, quality, and internal teams
for issue resolution
Analyze customer feedback and identify
recurring issues and process gaps
Maintain accurate documentation and update CRM/ticketing tools
Support and guide
junior customer support executives
, if required
Work towards improving
CSAT, NPS, and first-contact resolution
metrics

Desired Candidate Profile

4–6 years of experience in
Customer Support / Customer Experience
roles
Prior experience in
D2C, E-commerce, Retail, Consumer Goods, Healthcare, or Lifestyle brands
Strong exposure to
CRM / Ticketing tools
(Freshdesk, Zendesk, Salesforce, etc.)
Excellent
written and verbal communication skills
Ability to handle
high-volume tickets and escalations
professionally
Customer-first mindset with strong
problem-solving skills
Comfortable working in a
fast-paced, high-ownership environment

Key Skills

Customer Support Operations
Escalation Handling
CRM / Ticketing Systems
Email & Chat Support
E-commerce Customer Support
Complaint Management
Process Improvement
Customer Experience (CX)

Why Join Frido

Work with a
fast-growing D2C consumer brand
High ownership role with
direct business impact
Opportunity to shape
customer experience processes
Collaborative and growth-oriented work culture

Salary:

Best in industry | As per experience

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