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Customer Support - ORM Associate

1 - 5 years

3 - 6 Lacs

Posted:1 day ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

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.

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