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ORM Executive job in Lower Parel, Mumbai, Maharashtra, India | M U HR Cosultancy hiring on Digifynd

ORM Executive

M U HR Cosultancy

Lower Parel, Mumbai, Maharashtra, India

Company size: 11-50
CTC: ₹ 3.1-4.5 Lacs per annum
Experience: 1 - 4 years
Outstation Candidates: No
Online Reputation
Job Description

Job Title ORM Executive

Reports: To Team Leader

Role Purpose: To handle customer queries via Social Media

To educate customers on SportyBet products and processes.

Key Responsibilities:

  • The ORM Executive is responsible to monitor, connect, converse, engage and enhance 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, feedbacks, redressing complaints within 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 real-time basis with the respective brand associates/managers
  • Categorize data, prepare and share reports depicting an overview of the brands performance, 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 trouble-shoot 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
  • Education & Experience Bachelors degree from any stream
  • Good typing skill
  • 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

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