ORM Agent

Company: Hindustan Global Solutions Ltd Job Title: ORM Agent Job Type: Contractual – WFO Location: Andheri, Mumbai In-hand Remuneration: ₹30K Shift: 24/7 Experience: 2–3 Years Job Description As a Customer Support Associate – Email, Social Listening, ORM, and CRM Operations, you will manage customer and viewer communication while safeguarding the Client/Brand reputation across digital platforms. This role requires strong English grammar, professional email drafting, social media monitoring, sentiment analysis, and CRM documentation. You will act as the first point of contact, ensuring accurate, compliant, and brand-aligned communication. The role also involves monitoring online conversations, identifying viewer trends, and supporting Online Reputation Management (ORM) initiatives in a Media/OTT ecosystem. Key Responsibilities Customer & Viewer Communication • Draft and respond to customer/viewer emails as per brand tone and guidelines • Handle written interactions across email, chat, and social media • Maintain high standards of professional and brand-safe communication Social Listening & ORM • Monitor social media, review platforms, and forums for brand mentions • Identify complaints, feedback, and sentiment trends • Escalate high-impact, regulatory, or viral issues to stakeholders • Support ORM through timely and accurate communication CRM & Case Management • Log customer interactions and resolutions in CRM tools • Maintain data accuracy, case hygiene, and documentation • Track cases from creation to closure or escalation Insight & Trend Identification • Identify recurring issues and viewer sentiment trends • Highlight risks related to content, platform experience, or brand perception Cross-Functional Collaboration • Work with Legal, Marketing, Technology, Content, and Operations teams • Ensure timely escalation and resolution of priority cases Operational Excellence • Manage multiple cases while maintaining quality and TAT • Prioritize cases based on severity and brand impact • Adhere to SLAs, TATs, and quality benchmarks Qualifications • Bachelor’s Degree (preferred) • 1+ year experience in email-based customer support • Strong English grammar and professional email writing skills • Understanding of Social Media, Digital Trends, and Viewer Behaviour • Experience in ORM / Social Listening / CRM tools preferred • Exposure to Media / OTT / Digital environments is a plus Core Competencies • Written Communication • Social Media Monitoring & Sentiment Analysis • ORM Awareness & Brand Sensitivity • CRM Documentation & Case Management • Analytical Thinking & Attention to Detail • Stakeholder Communication Behavioral Attributes • Customer-first and brand-sensitive mindset • High attention to detail (grammar, tone, compliance) • Ownership and accountability • Ability to work in fast-paced environments • Adaptability to dynamic Media/OTT environments • Strong team collaboration