Online Reputation Management (ORM) Executive

Sun Chem

0 - 1 years

2 - 3 Lacs

mumbai

Posted:3 weeks ago| Platform:

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Skills Required

orm e-commerce social media management customer support communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities:

Monitor and respond to customer queries, reviews, and comments across platforms (Instagram, Facebook, Website, WhatsApp, Marketplace, etc.)
Handle negative feedback professionally and ensure timely resolution.
Maintain response SLAs and provide empathetic, solution-driven communication.
Coordinate with CRM, Supply Chain, and Product teams for faster resolutions.
Track recurring issues and share insights with internal teams.
Maintain documentation of cases, customer concerns, and resolution patterns.
Ensure high customer satisfaction and brand sentiment.

Skills & Requirements:

Strong communication skills (written & verbal).
Patience, empathy, and a customer-first approach.
Basic understanding of social media and e-commerce platforms.
Ability to multitask and handle pressure situations smartly.
Freshers welcome; experience in customer support/ORM is a plus.

Desired profile of the candidate

Excellent communication skills with a polite and professional tone.
Strong problem-solving ability and customer-centric mindset.
Ability to stay calm, patient, and empathetic while handling customer concerns.
Basic understanding of social media, D2C brands, and e-commerce.
Good coordination and follow-up skills to ensure timely resolutions.
Freshers who are quick learners and interested in customer communication are welcome.

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