- Monitor and manage customer reviews across Google, Facebook, Instagram, Justdial, and other review platforms.
- Respond to customer reviews, comments, and messages professionally within the defined turnaround time.
- Address negative reviews empathetically and coordinate with store teams to resolve customer complaints.
- Encourage satisfied customers to leave positive reviews and testimonials.
- Track brand mentions across digital platforms and respond appropriately.
Customer Engagement
- Interact with customers through social media comments, DMs, and WhatsApp Business.
- Escalate customer issues to the concerned departments and ensure timely resolution.
- Maintain a positive and customer-centric brand voice across all communication channels.
Social Media Monitoring
- Monitor social media conversations related to the brand.
- Identify potential reputation risks and immediately inform the marketing team.
- Coordinate with the content team for proactive communication during campaigns or sensitive situations.
Reporting & Analytics
- Prepare weekly and monthly ORM reports.
- Track KPIs such as:
- Google Rating
- Number of Reviews
- Response Time
- Customer Satisfaction
- Sentiment Analysis
- Complaint Resolution Rate
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Work Location: In person
📌 ORM Executive (India)
🏢 Ekadhi jewellery
📍 India
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