Junior ORM Executive

Job Title: Junior ORM Executive

Department: Marketing

Location: Andheri, Mumbai

Company Type / Industry: Fintech / NBFC

Employment Type: Full - Time

Working Days / Shift Timing: 6 Working Days (Saturday WFH), Rotational Shifts

Reporting To: Nayna Yadav

About the Company 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 respond to customer comments, reviews, mentions, and direct messages.

• Handle customer complaints and queries across various social media platforms.

• Create and manage tickets through Locobuzz and coordinate with internal teams for resolution.

• Follow up with customers through social media, email, or calls as required.

• Ensure timely closure of customer concerns as per defined TAT.

• Escalate critical and sensitive cases to relevant stakeholders

Eligibility / Qualification • Graduate / Postgraduate in relevant field

Experience Required • 1+ 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 crossfunctional coordination.

• Problem Solving Ability: Strong ownership mindset with proactive follow-up skills.