ORM Executive

Job Description

About the Role: We’re looking for a proactive and detail-oriented Trainee ORM Executive to join our team. This role focuses on improving and maintaining our online reputation, especially on the Google Play Store and Apple App Store, while also contributing to customer support and brand communication activities. If you have a passion for user satisfaction and brand reputation, we’d love to hear from you! Key Responsibilities: App Store Reputation Management • Monitor and respond to user reviews on the Play Store and App Store to build a positive app image. • Encourage satisfied users to leave 4–5-star ratings and reviews. • Track and analyze feedback trends, escalating critical issues to product or technical teams. • Generate regular reports on app rating performance and user sentiment. Customer Support (Non-Voice) • Respond to user queries, complaints, and feedback via chat, email, or app support channels. • Provide clear, polite, and solution-oriented communication to resolve customer issues. • Coordinate with technical and product teams for resolving complex issues. • Maintain response quality and customer satisfaction across all support channels. Online Reputation & Brand Monitoring • Monitor brand mentions on social media, forums, and review platforms. • Respond to concerns and maintain a consistent, positive brand voice. • Assist in preparing response templates, FAQ content, and public messaging. Miscellaneous Brand Support Activities • Support basic content creation (FAQs, user messages, canned responses). • Assist with customer feedback campaigns, review drives, or surveys. • Help organize online community engagement and brand-building initiatives. • Participate in cross-functional projects to support growth and user experience. • Finding new vendors and dealing with them to purchase services. • Communicate with existing vendors (ORM, SEO and Digital Marketing)