FatakPay is a fintech company focused on making access to credit faster, simpler, and more transparent for individuals facing urgent financial needs. The platform offers quick, digital credit approvals without interest fees or hidden charges, enabling secure transactions through the FatakPay app. By combining powerful products and technology platforms, FatakPay supports companies in delivering strong employee welfare experiences across India.
Headquartered in India and driving the local fintech revolution, the company emphasizes customer-centric design, speed, and reliability.
To get to know more about us, please explore www.fatakpay.com.
Role Overview
We are looking for a proactive ORM Executive to manage customer interactions across social media channels and support the organization's broader online reputation management efforts. This role focuses on maintaining service quality and ensuring the timely resolution of customer queries.
Key Responsibilities
- 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 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 and ensure adherence to defined TATs.
- Identify recurring customer concerns and provide recommendations to improve overall customer experience.
Eligibility / Qualification
Graduate / Postgraduate in relevant field
Experience Required
- 2+ years of relevant experience
- Industry Preference: Fintech / NBFC / Lending / Financial Services
Required Skills
- Communication Skills: Excellent written and verbal communication in English and Hindi.
- Analytical Skills: Familiarity with sentiment analysis and ORM reporting.
- Stakeholder Management: Ability to manage high-priority/sensitive escalations and cross-functional coordination.
- Team Handling Ability to train and handle Juniors.
- Problem Solving Ability: Robust ownership mindset with proactive follow-up skills.