Online Reputation Management- Executive

CS - Online Reputation Management (ORM) Executive

Job Summary:

We're actively seeking a dynamic ORM and Customer Service Executive to join our team at a leading kitchen appliances and cookware company. This role is pivotal in managing our online reputation and ensuring top-notch customer service. The ideal candidate will track and resolve complaints, service requests, and emails across various platforms, such as Facebook, Instagram, Twitter, LinkedIn, YouTube, Google Reviews, web reviews, and consumer forums.

Responsibilities:

1. Social Media and Consumer Forums: - Engage with customers on platforms like Facebook, Instagram, Twitter, LinkedIn, and YouTube. - Resolve complaints and service requests on consumer forums, Google Reviews, and web reviews.

2. CRM Management: - Track and manage complaints and service requests in the CRM system. - Coordinate seamlessly with the Customer Service team for efficient ORM and CRM activities.

3. Email Management: - Handle service-related emails, ensuring prompt acknowledgment and resolution. - Close email tickets in the CRM system upon successful resolution.

4. Performance Metrics: - Establish and maintain performance metrics, including CSAT, FRT, Closure TAT for social and email tickets, CRM Complaint ID Closure TAT, day-to-day ticket pendency, and platform-specific metrics.

5. FRT and Closure TAT: - Monitor response times and ticket closure on each platform. - Ensure timely communication and resolution.

6. CRM Complaint ID Closure TAT: - Measure time taken to close CRM complaints and service requests. - Strive for efficiency in addressing and closing CRM complaints.

7. Ticket Pendency: - Monitor day-to-day ticket pendency for issues raised on social media, consumer forums, and email. - Implement strategies for minimizing pendency and ensuring timely resolution.

Qualifications: -

Bachelor's degree is a Must. - Minimum 1 year of ORM/Non-voice process experience using ORM tools/platforms.

- Familiarity with CRM systems and email ticketing platforms.

- Strong written and verbal communication skills. - Proficiency in MS Excel.

Attributes:

Proactive and detail-oriented in resolving customer issues.

- Ability to multitask and manage priorities in a fast-paced environment.

- Collaborative mindset to work seamlessly with ORM and Customer Service teams.

- Passion for delivering exceptional customer experiences.

If you have a minimum of 1 year of ORM/Non-voice process experience, coupled with strong communication and written skills, along with proficiency in MS Excel, we invite you to apply. Join us in providing outstanding service and maintaining a positive online presence for our premium cookware and appliances brand