Customer Support- Orm

2 weeks ago

Mumbai, India Moreretail Full time

**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.

**Purpose of the Role**

The Customer Support ORM (Online Reputation Management) Manager is responsible for monitoring, analyzing, and managing the online reputation of our organization. This role plays a crucial part in safeguarding our brand's image and ensuring that customers have a positive experience when interacting with our products and services both online and offline. The primary purpose of this position is to proactively address customer feedback, reviews, and online discussions to maintain and improve our online reputation while enhancing customer satisfaction, as well as facilitating seamless communication between online and offline support channels.

**Principal Responsibilities**- Monitor Online Channels: Track online mentions, reviews, and social media comments related to the company.- Utilize ORM tools and platforms to stay updated on online discussions about the brand.- Analyze Customer Feedback: Evaluate and categorize customer feedback and reviews to identify trends and recurring issues.- Provide insights and reports to the management team regarding online reputation trends.- Respond to Customer Feedback: Craft and manage responses to customer reviews and comments, both positive and negative.- Engage with customers to resolve issues and turn negative experiences into positive ones.- Create and implement strategies to improve the company's online reputation.- Collaborate with cross-functional teams to address root causes of negative feedback and enhance customer satisfaction.- CSE Training and Guidance: Train customer support and other relevant teams on ORM best practices.- Provide guidance and support to CSE when handling customer feedback/complaint for online & offline business- Establish and monitor key performance indicators (KPIs) related to online reputation management.- Continuously measure and report on the impact of ORM efforts.

**Education and Experience**- Bachelor's degree in marketing, communications, or a related field will be an advantage- 2+ years of experience in online reputation management and customer support- Strong understanding of social media platforms and online review websites- Excellent communication and writing skills- Analytical mindset with the ability to derive actionable insights from data- Familiarity with ORM tools and software- Conflict resolution skills- Strong team collaboration and leadership skills

**Values**

1. Collaboration

2. Customer Obsession

3. Frugality

4. Innovation

5. Grit

6. Integrity

7. Growing Talent

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