Online Reputation Management (ORM) – Simplify360, LOCOBUZZ & Sprinklr
• Responding to customer comments and direct messages across social media (Facebook, Instagram, Twitter, Play Store & LinkedIn).
• Managing both positive and negative feedback within strict TAT.
• Registering and escalating complaints to the Area Field Team for faster issue closure.
• Following escalation matrix and coordinated with TVS teams for resolutions.
• Met daily target of 180 cases consistently.
• Training and mentoring new ORM associates.
• Responding to customer comments and DMs across digital platforms using Sprinklr & Official Accounts.
• Escalating product-related issues to respective internal teams.
• Ensure the queue is clear and handled within SLA by end of day.
Skills
Customer Support CRM ORM Social Media Listening Escalation Handling Training Quality
