Job
Description
ORM - Social Media (Online Reputation Management)
Position: Senior Executive - ORM
Work Mandate: Mandate - 3 (Work from Office )
About the Team : A key role in our overall social media space for providing customer satisfaction
across all social platforms. This role will work within the customer care team and would require
coordination with internal teams like sales and marketing from time to time in order to solve
customers product and campaign related queries. One key expectation from the person handling this
responsibility will be to improve brand image on complaints and grievance handling mechanism.
Key Responsibilities :
• Proactively attend all the queries, complaints, requests across the company's social media
platforms
• Raise issues to the concerned teams and follow up for resolutions
• Proactively and continuously keep the customer and stakeholders informed about the status
of the problem
• High level of individual discretion to ensure customer satisfaction and business success
• Build credibility with customers by empathizing with their problem in words, proactively
understand their needs and respond promptly
• Accurately document all customer issues via emails and customer support tools, adhere to the
process and follow-up timely
• Highlight the noise in the social space to the key stakeholders within the organization and
ensure speedy resolutions
Desired skills:
• Good command over English Language, ability to effectively communicate information in
written format
• Working knowledge of platforms like Facebook, Google Play Store and Twitter
• Active twitter handle with good following and some exposure in any platform of
communication including media relations, internal communication, branding and social media
is desirable
• A problem- solving attitude
• Customer service experience of at least one year
• Should be smart, witty and have a sense of humor
• Willingness to work in shifts (24/7 working environment)