RepIndia
Website:
repindia.com
Job details:
About the Role
We are looking for a proactive and customer-focused ORM Associate with 0–2 years of experience in Online Reputation Management, Social Media Management, or Digital Customer Support. The ideal candidate will have hands-on experience managing customer interactions across digital platforms, resolving queries efficiently, and protecting brand reputation through timely and professional communication.
Key Responsibilities
- Monitor and manage customer conversations across social media platforms, review sites, and other digital channels.
- Respond to customer queries, complaints, and feedback with accurate, professional, and empathetic communication while adhering to defined SLAs.
- Handle customer escalations by coordinating with internal stakeholders and ensuring timely resolution.
- Track, document, and maintain records of customer interactions, escalations, and resolutions.
- Prepare daily, weekly, and monthly performance reports using Microsoft Excel and other reporting tools.
- Ensure adherence to brand guidelines, response quality standards, and communication protocols.
- Identify recurring customer concerns and share actionable insights with internal teams to improve customer experience.
- Monitor social media trends, emerging issues, and competitor activities to support proactive reputation management.
- Contribute to process improvement initiatives to enhance response quality and operational efficiency.
Eligibility & Qualifications
- Bachelor's degree in any discipline. Freshers also welcome.
- 1–2 years of experience in Online Reputation Management (ORM), Social Media Management, Digital Customer Support, or a similar customer-facing role.
- Excellent verbal and written communication skills in English.
- Strong understanding of major social media platforms, online review platforms, and digital customer engagement.
- Experience using CRM, ticketing, or social media management tools is preferred.
- Proficiency in Microsoft Office, particularly Excel, Word, Outlook, and PowerPoint.
- Strong attention to detail with excellent typing speed and accuracy.
- Good analytical, interpersonal, and problem-solving skills.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
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