Associate - Orm/ Social Media

2 days ago

Mumbai, India Apertum Online Pvt Ltd Full time

Company Description

Apertum Online is a leading B2B Tech startup providing business and technical services to the global online and mobile gaming industry. Apertum Online offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals and build and support scalable products and technology which already provide entertainment to millions of users.

**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 client s 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**:
**Skills and Qualification Requirements**
- Bachelor’s degree from any stream
- Good typing skill
- An excellent communicator
- Positive attitude
- 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
- A team player
- Must be time flexible and able to work in a shift system including public holidays and Weekends

**Key Performance Indicators***
- Handle all queries in a polite, professional manner
- Probe and trouble-shoot customer queries, and provide a suitable and satisfactory solution
- Educate customers on services and processes
- Escalate any issues to the Team Leader
- Achieve agreed KPIs and Objectives
- Work collaboratively with the team
- Logical reasoning

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