Associate - ORM/ Social Media

<h3>Company Description</h3><p>Apertum Online is a leading B2B technology and operations service provider company based out of Mumbai, India providing business and technical expertise to the global online and mobile gaming industry.</p><p>Apertum offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals to build and support scalable products which already provide entertainment to millions of users and take them to the next level.</p><h3>Job Description</h3><p><strong>Role Purpose</strong></p><ul><li>To handle customer queries via Social Media</li><li>To educate customers on client’s products and processes</li></ul><p><strong>Key Responsibilities</strong></p><ul><li>The ORM Associate is responsible to monitor, connect, converse, engage and enhance brand's online reputation</li><li>Actively monitor and review user comments, suggestions, feedback and complaints across social handles and platforms manually and using the related tools wherever possible</li><li>Promptly respond to negative comments, feedbacks, redressing complaints within clients' specified turn-around time thus making the user journey with the brand worthwhile</li><li>Create brand awareness by primary means of addressing user queries and maintaining the brand reputation by changing the perception of people online</li><li>Acknowledging compliments showcasing the same on brand social media pages</li><li>Effectively identifying and utilizing social listening tools for response management</li><li>Sharing the brand comments on real-time basis with the respective brand associates/managers</li><li>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</li></ul><h3>Qualifications</h3><ul><li>A Bachelor’s degree from any stream if a Fresher</li><li>Minimum HSC with a minimum of 1 year of relevant experience</li><li>Passionate about customer care</li><li>Good typing skill</li><li>Fluent in written and spoken English</li><li>Able to work well under pressure and under minimum supervision</li><li>A fast learner who is able to work with set targets</li><li>Must be time flexible and able to work in a rotational shift system including Public holidays and weekends</li></ul><h3>Additional Information</h3><ul><li>IT Asset provided</li><li>5 Days working</li><li>Paid leaves of 21 days (excluding 12 public holidays)</li><li>Health and Life Insurance</li><li>Annual Bonus</li><li>Night Shift Allowance</li><li>Overtime Payment</li><li>Referral Hire Bonus</li><li>Team Outings</li><li>Free Snacks and Drinks</li><li>Education allowance (Training courses, Udemy, Coursera, etc.)</li><li>Job Location: Andheri East, Near JB Nagar Metro Station</li></ul>