Associate Orm Andheri - Mumbai, India - Apertum Online Pvt Ltd
Description
ORM Associate - Job Description
About Apertum Online - Apertum Online is a leading B2B technology and operations service provider company based out of Mumbai, India providing business and technical expertise to the global online and mobile gaming industry.
Apertum offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals to build and support scalable products which already provide entertainment to millions of users and take them to the next level.
Role Purpose
- To handle customer queries via Social Media
- To educate customers on client's products and processes
Key Responsibilities
- The ORM Associate is responsible to monitor, connect, converse, engage and enhance brand s online reputation
- Actively monitor and review user comments, suggestions, feedback and complaints across social handles and platforms manually and using the related tools wherever possible
- Promptly respond to negative comments, feedbacks, redressing complaints within client s specified turnaround time thus making the user journey with the brand worthwhile
- Create brand awareness by primary means of addressing user queries and maintaining the brand reputation by changing the perception of people online
- Acknowledging compliments showcasing the same on brand social media pages
- Effectively identifying and utilizing social listening tools for response management
- Sharing the brand comments on realtime basis with the respective brand associates/managers
- Categorize data, prepare and share reports depicting an overview of the brands performance, feedback reports consisting of the existing/current pinpoints of the brand along with suggestions to address and eliminate those pinpoints successfully
Key Performance Indicators
- Handle all queries in a polite, professional manner
- Probe and troubleshoot customer queries, and provide a suitable and satisfactory solution
- Educate customers on services and processes
- Escalate any issues to the Team Leader
- Achieve agreed KPIs and Objectives
- Work collaboratively with the team
- Logical reasoning
Skills and Qualification Requirements
- Bachelor's degree from any stream
- Good typing skill
- An excellent communicator
- Positive attitude
- Fluent in written and spoken English
- Able to work well under pressure and under minimum supervision
- A fast learner who is able to work with set targets
- A team player
- Must be time flexible and able to work in a shift system including public holidays and Weekends
Salary:
₹9, ₹32,495.11 per month
Benefits:
- Health insurance
Schedule:
- Flexible shift
- Rotational shift
Supplemental pay types:
- Shift allowance
Ability to commute/relocate:
- Mumbai, Mumbai Suburban , Maharashtra: Reliably commute or planning to relocate before starting work (required)
Education:
- Bachelor's (preferred)
Experience:
- Social media marketing: 1 year (required)
License/Certification:
- Digital marketing (preferred)
Work Location:
One location
Speak with the employer
- 91-XXXXXXXXXX
Expected Start Date: 31/01/2023
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