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:

• 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.