Complaints Handler

4 weeks ago

Mumbai Maharashtra India, Maharashtra Talent Corner HR Services Pvt Ltd Full time

Job Title: ORM Executive

Location: Chembur

Experience: 1-3 years in ORM

Employment Type: Full-time


The ORM Executive will serve as a key guardian of brand reputation for a home finance client, ensuring trust and credibility among customers. The role involves monitoring online conversations, managing reviews and feedback, resolving complaints, and highlighting positive stories to maintain a strong, trustworthy digital presence aligned with the company’s vision of making home ownership accessible and hassle-free.


Goal of the Role:

To strengthen the company’s online trust and ensure every digital interaction reflects reliability, transparency and empathy - values that define the affordable housing and home finance segment.


Required Skills & Key Roles and Responsibilities:

  • Strong written and verbal communication skills.
  • Proficiency in ORM tools like Simplify 360 or other relevant platforms.
  • Continuously monitor online mentions, reviews, and discussions related to the company, branches, and loan products.
  • Coordinate with Customer Service, Operations, and Branch teams to ensure quick issue resolution and accurate communication.
  • Track brand mentions and conversations across social media platforms
  • Understanding of home loan customer lifecycle and sensitivity around financial issues.
  • Prepare weekly/monthly ORM reports highlighting sentiment trends, review ratings, and key insights (case wise).
  • Recommend actions to improve brand sentiment and customer satisfaction.
  • Respond promptly and professionally to customer queries, complaints, and reviews across social media platforms etc.
  • Familiarity with social media management tools and analytics platforms.
  • Ability to handle critical situations with diplomacy and professionalism.
  • Identify opportunities to highlight positive customer experiences or brand milestones online.
  • Analytical skills to assess trends and measure the impact of ORM efforts.
  • Basic understanding of SEO and digital marketing principles.
  • Identify potential reputation risks early and coordinate with relevant teams to handle them effectively.
  • Draft holding statements and response templates for sensitive issues.
  • Co-ordinate with clients for social media posts scheduling from the tool / from pages.

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