Apertum Online Pvt Ltd Hiring for Associate – ORM/ Social Media at Mumbai, Maharashtra Full Time

Apertum Online is a leading B2B Tech startup providing business and technical services to the global online and mobile gaming industry. Apertum Online offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals and build and support scalable products and technology which already provide entertainment to millions of users.

Job Description

Role Purpose

• To handle customer queries via Social Media
• To educate customers on client’s products and processes

Key Responsibilities

• The ORM Associate is responsible to monitor, connect, converse, engage and enhance brand s online reputation
• Actively monitor and review user comments, suggestions, feedback and complaints across social handles and platforms manually and using the related tools wherever possible
• Promptly respond to negative comments, feedbacks, redressing complaints within client s specified turn-around time thus making the user journey with the brand worthwhile
• Create brand awareness by primary means of addressing user queries and maintaining the brand reputation by changing the perception of people online
• Acknowledging compliments showcasing the same on brand social media pages
• Effectively identifying and utilizing social listening tools for response management
• Sharing the brand comments on real-time basis with the respective brand associates/managers
• Categorize data, prepare and share reports depicting an overview of the brands performance, feedback reports consisting of the existing/current pinpoints of the brand along with suggestions to address and eliminate those pinpoints successfully

Qualifications

Skills and Qualification Requirements

• Bachelor’s degree from any stream
• Good typing skill
• An excellent communicator
• Positive attitude
• Fluent in written and spoken English
• Able to work well under pressure and under minimum supervision
• A fast learner who is able to work with set targets
• A team player
• Must be time flexible and able to work in a shift system including public holidays and Weekends

Key Performance Indicators

• Handle all queries in a polite, professional manner
• Probe and trouble-shoot customer queries, and provide a suitable and satisfactory solution
• Educate customers on services and processes
• Escalate any issues to the Team Leader
• Achieve agreed KPIs and Objectives
• Work collaboratively with the team
• Logical reasoning