ORM Associate, Andheri East

Job Description

 Roles and Responsibilities: 

Role Purpose

·         To handle customer queries via Social Media.

·         To educate customers on clients’ products and processes.

Key Responsibilities

·         The ORM Associate is responsible to monitor, connect, converse, engage and enhance the brand’s online reputation.

·         Actively monitor and review user comments, suggestions, feedback, and complaints across social handles and platforms manually and using the related tools wherever possible.

·         Promptly respond to negative comments, and feedback, redressing complaints within the client’s specified turn-around time thus making the user journey with the brand worthwhile.

·         Create brand awareness by primary means of addressing user queries and maintaining the brand reputation by changing the perception of people online.

·         Acknowledging compliments showcasing the same on-brand social media pages.

·         Effectively identifying and utilizing social listening tools for response management.

·         Sharing the brand comments on a real-time basis with the respective brand associates/managers.

·         Categorize data, prepare and share reports depicting an overview of the brand’s performance, and feedback reports consisting of the existing/current pinpoints of the brand along with suggestions to address and eliminate those pinpoints successfully.

Key Performance Indicators

·         Handle all queries in a polite, professional manner.

·         Probe and troubleshoot customer queries, and provide a suitable and satisfactory solution.

·         Educate customers on services and processes.

·         Escalate any issues to the Team Leader.

·         Achieve agreed KPIs and Objectives.

·         Work collaboratively with the team.

·         Logical reasoning.

Skills and Qualification Requirements

·         Bachelor’s degree from any stream.

·         Good typing skills.

·         An excellent communicator.

·         Positive attitude.

·         Fluent in written and spoken English.

·         Able to work well under pressure and under minimum supervision.

·         A fast learner who is able to work with set targets.

·         A team player.

·         Must be time flexible and able to work in a shift system including public holidays and Weekends.

Education + Experience + Salary

• Education: Graduate
• Experience: 1  Year
• Annual CTC: 260000 to  460000

Country, State and City

• India
• Maharashtra
• Mumbai