Customer Support - ORM Associate

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 :

Skills :

Key Competencies :

Skills Required

Orm, Social Media Management, Customer Relations, Customer Support