Customer Support- ORM Associate

4 weeks ago

Mumbai, India More Retail 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.

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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