Customer Support- Orm Associate

2 months ago

Mumbai Maharashtra, India Moreretail Full time

**Customer Support
- ORM Associate**:
0020024, Mumbai, Maharashtra, India

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- Department- Customer Support- Job posted on- Nov 21, 2024- Employee Type- Onroll BE- Experience range (Years)- 1 year - 5 years**About More Retail Private Ltd (MRPL)**

MRPL is one of India's largest and fastest-growing Omni Channel Food & Grocery retailers. MRPL is committed to building India's most customer-obsessed business with the world's best omnichannel food and grocery experience and all of this on a massive scale.

**Job Summary**:
We are looking for a dedicated Online Reputation Management (ORM) Associate to join our team. The ORM Associate will play a key role in managing and strengthening our brand's online presence, addressing customer queries, tracking online reviews, and fostering a positive brand image across digital platforms. This role is ideal for a proactive, detail-oriented individual with strong communication skills and a customer-centric focus.

**Key Responsibilities**:
**Monitor Brand Mentions**: Track, monitor, and record brand mentions across social media, forums, review sites, and other online platforms, identifying trends and alerting relevant teams to positive or negative sentiment.**Manage Reviews and Feedback**: Respond promptly to customer reviews and feedback on Google, app stores, social media, and other review sites, working to resolve issues effectively and reinforce positive experiences.**Crisis Management**: Act swiftly in reputation-related crises, developing and executing response plans in collaboration with the communications team.**Report and Analyze Data**: Provide regular reports on customer satisfaction, response rates, and feedback trends, sharing insights and actionable recommendations for continuous improvement.**Collaborate with Teams**: Work closely with customer service, marketing, operations, and PR teams to maintain consistent messaging and address customer issues.**Stay Updated**: Remain informed of industry trends, ORM best practices, and new tools in digital customer service.

**Requirements**:
**Education**: Bachelor’s degree in Marketing, Communications, Public Relations, or related field.**Experience**:1 year of experience in ORM, social media management, or customer relations.- Any south language capability will be an added advantage**Skills**:
- Excellent written and verbal communication skills.-
- Strong ability to handle sensitive issues with professionalism.-
- Proficiency in English, typing, and MS Office.-
- Solid analytical and problem-solving abilities.-
- Ability to work independently while collaborating across departments.-
- Familiarity with SEO is an advantage.**Key Competencies**:
**Customer Focus**: Committed to understanding and meeting customer needs.**Attention to Detail**: Thorough and precise in managing responses.**Resilience**: Maintains composure in challenging situations.**Proactive Approach**: Able to anticipate risks and act swiftly.

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