About the Role

We are looking for a proactive and customer-focused

ORM Associate with 0

–2 years of experience in Online Reputation Management, Social Media Management, or Digital Customer Support. The ideal candidate will have hands-on experience managing customer interactions across digital platforms, resolving queries efficiently, and protecting brand reputation through timely and professional communication.

Key Responsibilities

- Monitor and manage customer conversations across social media platforms, review sites, and other digital channels.

- Respond to customer queries, complaints, and feedback with accurate, professional, and empathetic communication while adhering to defined SLAs.

- Handle customer escalations by coordinating with internal stakeholders and ensuring timely resolution.

- Track, document, and maintain records of customer interactions, escalations, and resolutions.

- Prepare daily, weekly, and monthly performance reports using Microsoft Excel and other reporting tools.

- Ensure adherence to brand guidelines, response quality standards, and communication protocols.





- Identify recurring customer concerns and share actionable insights with internal teams to improve customer experience.

- Monitor social media trends, emerging issues, and competitor activities to support proactive reputation management.

- Contribute to process improvement initiatives to enhance response quality and operational efficiency.

Eligibility & Qualifications

- Bachelor's degree in any discipline. Freshers also welcome.

- 1–2 years of experience in Online Reputation Management (ORM), Social Media Management, Digital Customer Support, or a similar customer-facing role.

- Excellent verbal and written communication skills in English.

- Strong understanding of major social media platforms, online review platforms, and digital customer engagement.

- Experience using CRM, ticketing, or social media management tools is preferred.

- Proficiency in Microsoft Office, particularly Excel, Word, Outlook, and PowerPoint.

- Strong attention to detail with excellent typing speed and accuracy.

- Valuable analytical, interpersonal, and problem-solving skills.

- Ability to manage multiple priorities and work effectively in a fast-paced environment.

📌 Chat support (Delhi)
🏢 Repindia
📍 Delhi