Customer Support - Mumbai - confidential

    confidential
    confidential Mumbai

    5 days ago

    Full time
    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.

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