Job Responsibilities:
Monitor and manage customer comments and DMs across Instagram, Facebook, X/Twitter, LinkedIn, and YouTube.
Handle response management for positive, neutral, and negative customer interactions as per brand guidelines.
Ensure timely responses to customer queries and maintain the required Turnaround Time (TAT).
Identify and escalate complaints and sensitive queries to the concerned team for further resolution.
Maintain daily ORM trackers and accurately record interactions, sentiment, categories, responses, and status.
Support weekly and monthly ORM reporting by updating data, metrics, and presentation decks.
Support brand campaigns and influencer campaigns by monitoring interactions, maintaining trackers, and managing campaign-related responses.
Draft and maintain response templates for FAQs, product queries, complaints,



appreciation comments, and other customer interactions.
Assist with ORM analysis and reporting by identifying recurring queries, key concerns, and relevant customer interaction trends.
Use AI tools such as ChatGPT to support response drafting, categorisation, research, and day-to-day ORM activities while ensuring the final responses are accurate and brand-appropriate.

Key Requirement: Valuable written communication skills in English, Hindi and Marathi, attention to detail, basic knowledge of social media platforms and familiarity with Google Sheets/Excel, Slides and docs.

Pay: ₹10,000.00 per month

Work Location: In person

📌 Orm Intern Kurla
🏢 The Minimalist
📍 Kurla