Orm Executive Customer Excellence

9 hours ago

Lower Parel Mumbai Maharashtra, India Gozoop Online Pvt. Ltd Full time

We are looking for a self-motivated and result oriented creative professional to join us as a **Executive**:

- Brand Reputation Management ( **ORM Executives**).
- Work Location : Lower Parel | Prabhadevi
- Should have good communication in English.
- Previous experience in customer service can apply

Responsibilities: (Including, not restricted to)
- Responsible for reviewing customer feedback across all relevant social media platforms and websites for multiple locations and entities including management of posted reviews/complaints and ensuring all reviews are responded to in a timely manner.
- Build and maintain a strategy for monitoring and managing feedback on all social media channels, online directory, review sites, and search engine business sites.
- Build and maintain a strategy for encouraging reviews at appropriate touch points utilizing approved communications, to enabled devices, and community engagement.
- Monitor and respond to social reviews and engagement.
- Maintain listings on search engines, online directories, and ratings/review sites.
- Facilitate online company and physician reviews and endorsements.
- Coordinate internal and external provider and quality ratings for public dissemination in an easily consumed and understood manner.
- Track, analyze, and report online reputation results.
- Identify and provide insight for trends, questions, opportunities, and escalate issues to appropriate teams.
- Identify opportunities to optimize online reputation management on various review sitesManage and solicit reviews.
- Prepare clear, concise and professionally written public responses to customer feedback left on social media and review websites.
- Monitoring and adjusting to industry trends, changes within the social media landscape, reviewing and reporting on effectiveness of social media tactics and campaigns with social listening tools.
- Generate and meet timelines for agreed reports.
- Strong internal co-ordination, iron clad integrity.
- Entrepreneurial, and possess a proactive approach with a strong bias for action.
- A deep desire and commitment to create truly outstanding output at all times.
- Should be a visionary
- Shifts: Rotational Shifts - including night shifts (5 days working)
- Week Off: Rotational (any 2 days in the week, could be split or consecutive)
- Note: It’s a Work from Office Opportunity

Job description

HAWK is a new-age customer experience agency focused on ORM, Listening, and Customer Support. We execute Omni channel ORM strategies and crisis management, analyze social media feedback, and guide brands through complex customer support challenges. With a disruptive approach towards customer support, HAWK unites the smartest minds with advanced processes and tools to invoke genuine emotions and provide a stellar customer experience. We cater to brands like OPPO Mobiles, OLA Cabs, Sony TV and Amazon MiniTV to name a few.

Work Location: In person

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