Associate - Orm/ Social Media

1 month ago

Mumbai, India Apertum Online Pvt Ltd Full time

Company Description

Apertum Online is a leading B2B technology and operations service provider company based out of Mumbai, India providing business and technical expertise to the global online and mobile gaming industry.

Apertum offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals to build and support scalable products which already provide entertainment to millions of users and take them to the next level.

**Job Description**:
**Role Purpose**
- To handle customer queries via Social Media
- To educate customers on client’s products and processes

**Key Responsibilities**
- The ORM Associate 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 clients' 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

**Qualifications**:

- A Bachelor’s degree from any stream if a Fresher
- Minimum HSC with a minimum of 1 year of relevant experience
- Passionate about customer care
- Good typing skill
- 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
- Must be time flexible and able to work in a rotational shift system including Public holidays and weekends

Additional Information
- IT Asset provided
- 5 Days working
- Paid leaves of 21 days (excluding 12 public holidays)
- Health and Life Insurance
- Annual Bonus
- Night Shift Allowance
- Overtime Payment
- Referral Hire Bonus
- Team Outings
- Free Snacks and Drinks
- Education allowance (Training courses, Udemy, Coursera, etc.)
- Job Location: Andheri East, Near JB Nagar Metro Station

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