Found Description
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 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.
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