- Monitor and manage brand mentions across social media platforms, review sites, and customer feedback channels.
- Respond to customer queries, complaints, and escalations while maintaining brand tone and professionalism.
- Handle sensitive customer concerns and convert negative customer experiences into positive outcomes.
- Coordinate with internal teams such as Operations, Collections, Customer Support, Product, and Tech for issue resolution.
- Manage and track tickets through ORM tools such as Locobuzz.
- Identify recurring customer concerns and provide recommendations to improve customer experience.
- Manage customer interactions through emails, and outbound calls when required.
- Ensure adherence to defined TATs and escalation matrices.
Mandatory Requirements:
- Minimum 3 years of ORM experience.
- Prior experience working with an NBFC, fintech, lending, or financial services company.
- Hands-on experience using Locobuzz.
- Strong understanding of social media reputation management and customer sentiment handling.
- Excellent written and verbal communication skills in English and Hindi.
- Solid ownership mindset with proactive follow-up skills.
- Comfortable handling customer communication through social media, emails, and calls.
- Ability to manage high-priority and sensitive escalations independently.