Senior Executive - After Sales Customer Support

Role: Senior Executive – After Sales Customer Support

Department: Customer Experience & Operations

Location: Pune

Reporting To: Sr Manager CS - Business Development & Customer Success

About Frido Mobility

Frido Mobility, part of The Wellbeing Company, designs and builds innovative mobility and comfort solutions that help people move freely and live comfortably—from electric wheelchairs and mobility scooters to smart recliners and transfer lifts.

We pride ourselves on world-class engineering, human-centric design, and customer care that goes beyond transactions to truly enable independence.

Role Overview

The Senior Executive – After Sales will be responsible for supporting Frido Mobility’s after-sales service operations across India. This includes managing the end-to-end post-purchase customer journey, including installation coordination, warranty support, repairs, spare parts management, AMC/CAMC renewals, and customer query resolution, ensuring a seamless and positive customer experience.

This role requires strong coordination skills, customer-centricity, and operational excellence. The incumbent will work closely with sales, logistics, warehouse, and product teams to ensure high service standards and customer satisfaction.

Key Responsibilities

1. Customer Experience & Escalation Management

• Manage customer service requests, complaints, and after-sales support queries.
• Ensure timely response and resolution of service tickets as per defined SLAs.
• Handle customer escalations professionally and coordinate with relevant teams for resolution.
• Maintain regular communication with customers regarding service updates.
• Identify recurring customer issues and share feedback with internal teams for improvement.

2. Technical & Service Operations

• Coordinate installation, demonstration, repair, and preventive maintenance activities.
• Work closely with field technicians and service partners to ensure service quality.
• Track spare parts requirements and coordinate with the warehouse team for timely dispatch.
• Maintain service records, installation reports, and warranty documentation.

3. Warranty, AMC & Service Programs

• Process warranty claims and ensure timely closure.
• Support AMC/CAMC renewal activities through customer follow-ups.
• Maintain records of warranty and AMC expirations and drive renewal opportunities.

4. Reporting & Process Excellence

• Track service-related KPIs such as ticket closure time, customer satisfaction, and repeat complaints.
• Update CRM and service management systems regularly.
• Assist in creating and maintaining SOPs and service documentation.
• Prepare periodic service reports and performance updates.

Required Skills & Qualifications

• Graduate in Engineering, Operations, Business Administration, or a related field.
• 2–5 years of experience in After-Sales Service, Customer Support, Service Operations, or Customer Experience.
• Experience in Mobility, Consumer Durables, Medical Devices, Electronics, or similar industries preferred.
• Familiarity with CRM and ticketing tools such as Gorgias, Freshdesk, Uniware, or similar platforms.
• Strong communication, coordination, and problem-solving skills.
• Customer-focused approach with attention to detail.

Preferred Attributes

• Customer-first mindset.
• Strong interpersonal and relationship-management skills.
• Ability to manage multiple service requests simultaneously.
• Basic technical understanding of product servicing and troubleshooting.
• Proactive and ownership-driven attitude.

Key Performance Indicators (KPIs)

• SLA Adherence (Response & Resolution Time)
• Customer Satisfaction (CSAT)
• First-Time Resolution Rate
• Repeat Complaint Rate
• AMC/CAMC Renewal Rate
• Service Ticket Closure Rate

This role is ideal for individuals who are passionate about customer service, possess excellent communication skills, and can efficiently manage multiple tasks in a dynamic environment.

Interested candidates can share their resumes at .