KENT RO SYSTEMS LTD.
Job Description
Assistant Manager - Online Consumer Grievance Redressal (ORM)

POSITION AT A GLANCE:

Job Title: Assistant Manager - ORM (Online Reputation Management) & CX (Customer Experience)

Location: Head Office - Noida

Employment Type: Full-Time

Experience Required: 3-5 years

CTC Band: As per company policy

ROLE SUMMARY:

The Assistant Manager - ORM & CX will own the end-to-end lifecycle of consumer complaints and brand mentions across all digital platforms. The role sits at the intersection of customer experience, digital communication, and service operations - ensuring that every consumer grievance raised online is acknowledged promptly, resolved within defined TATs, and closed with a public response that reflects Kent's brand values.
The incumbent will be the primary operator of Kent's ORM (Online Reputation Management) tool, working closely with the field service team, and CRM to deliver a seamless consumer experience from complaint detection to resolution.

KEY RESPONSIBILITIES

1. Online Grievance Monitoring & Triage:

- Monitor unified ORM inbox: Track all brand mentions across Reddit, YouTube, Twitter/X, Facebook, Instagram, Amazon, Flipkart, and other platforms in real time via the Kent ORM tool.
- Classify and prioritise: Triage incoming mentions by sentiment, urgency, and complaint type. Ensure high-urgency complaints are flagged and actioned within the SLA.
- DM monitoring: Read and respond to consumer DMs across Twitter, Facebook Messenger, and Instagram. Extract complaint details (serial number, model, purchase date, address) shared privately by consumers.

2. Consumer Response & Communication:

- Draft and post replies: Timely, empathetic, and brand-appropriate responses to all consumer complaints and mentions directly from the ORM tool. Replies go live via platform API where available.
- Maintain brand voice: Ensure all responses adhere to Kent's communication guidelines - professional, solution-oriented, and consistent across brands
- Action updates:



Post public progress updates on open complaints to keep consumers informed at every stage of resolution.
- Public closure replies: Once a complaint is resolved, post a warm and professional closure reply on the original platform confirming resolution. Mark the mention as Closed in the ORM tool.
- Multi-brand management: Manage consumer communication across all Kent umbrella brands assigned to the role.

3. Service Team Follow-Up & TAT Management:

- Escalate to service team: Raise service requests with the field service team for complaints requiring physical intervention - installation, repair, replacement, or AMC visits.
- Follow up diligently: Track open service requests daily. Follow up with service team leads and regional managers to ensure technician dispatch and resolution within committed timelines.
- Own TAT compliance: Ensure all complaints are resolved within defined TATs
- SLA dashboard monitoring: Monitor the ORM dashboard SLA health indicators (red/yellow/green) daily. Ensure no mention remains in red zone without active action.

4. CRM Management:

- Case creation: Create Salesforce service cases for all complaints requiring field intervention, using customer details extracted from DMs and public mentions.
- Case tracking & Closure coordination: Track open Salesforce cases daily. Coordinate with service team for faster resolution. Trigger public closure reply on the platform upon case closure.

5. Reporting & Analytics:

- Daily tracking: Maintain a daily count of mentions received, responded, escalated, resolved, and pending across all brands and platforms.
- Weekly SLA report: Review and share weekly SLA performance report with Manager - response time, breach rate, and platform-wise distribution.
- CSAT recovery:



Track and report the CSAT recovery rate - percentage of negative mentions that shifted to a positive outcome post-response.

QUALIFICATIONS & EXPERIENCE-

Education

- Graduate in any discipline.
- MBA / PG Diploma in Marketing, Communications, or Customer Experience preferred.

Experience

- 3-5 years of experience in customer service, digital communication, or online reputation management
- Prior experience in consumer durables, FMCG, e-commerce, or service industry preferred
- Demonstrated experience managing consumer complaints on social media platforms at scale

SKILLS & COMPETENCIES

Must-Have

- Written communication: Exceptional written English. Ability to draft empathetic, clear, skilled consumer responses under time pressure.
- Platform literacy: Hands-on familiarity with Twitter/X, Facebook, Instagram, YouTube, Reddit, Amazon, and Flipkart as communication and monitoring surfaces.
- Service follow-up: Structured and persistent follow-up with service teams. Comfortable escalating when needed and tracking resolution to closure.
- TAT orientation: Strong understanding of SLA management. Ability to prioritise a high-volume inbox based on urgency without missing deadlines.

Good to Have

- Experience with social listening platforms
- Familiarity with water purifiers, home appliances, or consumer durables product category
- Working knowledge of Hindi for reading vernacular consumer complaints

Behavioural Competencies

- Consumer empathy: Genuinely cares about consumer experience. Treats every complaint as an opportunity to rebuild trust.
- Accountability: Owns the grievance from detection to closure. Does not let complaints fall through the cracks.
- Composure under pressure: Handles high complaint volumes and escalated consumers calmly and professionally.
- Collaboration: Works effectively with service teams, regional managers, and digital marketing without friction.
- Attention to detail: Maintains accuracy in complaint data, TAT tracking, and response quality always.

📌 Assistant Manager - Online Reputation Management & CX (Noida)
🏢 KENT
📍 Noida