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 qualified 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.
Robust 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 setting.

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🏢 Repindia
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