Customer Support - ORM Associate

ConfidentialMumbai

30+ days ago

Job description

We are looking for a dedicated Online Reputation Management (ORM) Associate to join our team. The ORM Associate will play a key role in managing and strengthening our brand's online presence, addressing customer queries, tracking online reviews, and fostering a positive brand image across digital platforms. This role is ideal for a proactive, detail-oriented individual with strong communication skills and a customer-centric focus.

Key Responsibilities :

Monitor Brand Mentions : Track, monitor, and record brand mentions across social media, forums, review sites, and other online platforms, identifying trends and alerting relevant teams to positive or negative sentiment.
Manage Reviews and Feedback : Respond promptly to customer reviews and feedback on Google, app stores, social media, and other review sites, working to resolve issues effectively and reinforce positive experiences.
Crisis Management : Act swiftly in reputation-related crises, developing and executing response plans in collaboration with the communications team.
Report and Analyze Data : Provide regular reports on customer satisfaction, response rates, and feedback trends, sharing insights and actionable recommendations for continuous improvement.
Collaborate with Teams : Work closely with customer service, marketing, operations, and PR teams to maintain consistent messaging and address customer issues.
Stay Updated : Remain informed of industry trends, ORM best practices, and new tools in digital customer service.

Requirements :

Education : Bachelors degree in Marketing, Communications, Public Relations, or related field.

Experience : 1 year of experience in ORM, social media management, or customer relations.

Any south language capability will be an added advantage

Skills :

Excellent written and verbal communication skills.

Strong ability to handle sensitive issues with professionalism.

Proficiency in English, typing, and MS Office.

Solid analytical and problem-solving abilities.

Ability to work independently while collaborating across departments.

Familiarity with SEO is an advantage.

Key Competencies :

Customer Focus : Committed to understanding and meeting customer needs.

Attention to Detail : Thorough and precise in managing responses.

Resilience : Maintains composure in challenging situations.

Proactive Approach : Able to anticipate risks and act swiftly.

Skills Required

Orm, Social Media Management, Customer Relations, Customer Support

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Customer Support Associate • Mumbai