ORM Executive, Pune

REBEL FOODS; Pune District; On-site; INR 350,000 - 550,000; Full time

Job summary

REBEL FOODS in Pune is seeking a proactive Social Media Customer Support professional to manage customer interactions across channels, ensuring timely, empathetic responses. You will draft personalized replies, monitor sentiment, escalate high-impact issues, and coordinate with internal teams to resolve refunds, replacements, or other resolutions while upholding the brand voice.

The ideal candidate has 1–2 years in social media support, excellent English writing, and the ability to handle

Qualifications

• Prior experience in Social Media Customer Support, Social Care, Online Reputation Management, Customer Experience, or Community Management.
• Excellent written communication skills with strong command over English.
• Ability to handle public-facing customer interactions with empathy and sound judgment.
• Experience in managing customer complaints across social media platforms.
• Strong critical thinking and problem-solving skills.
• Familiarity with social listening or social media management tools will be an added advantage.

Responsibilities

• Handle customer complaints and queries received through social media channels.
• Draft personalized and contextually appropriate responses instead of relying solely on standard templates.
• Assess customer sentiment and identify reputation-sensitive cases.
• Coordinate with internal teams for customer recovery, refunds, replacements, and issue resolution.
• Handle public-facing communications while maintaining brand tone and voice.
• Escalate influencer, viral, media, and high-impact complaints appropriately.
• Monitor social media conversations and proactively identify emerging customer experience concerns.

Skills

Social media

Customer support

Written English

Empathy

Public-facing communication

Problem solving

Social listening tools

Tools

Social listening tools

Job description

Key Responsibilities

• Handle customer complaints and queries received through social media channels.
• Draft personalized and contextually appropriate responses instead of relying solely on standard templates.
• Assess customer sentiment and identify reputation-sensitive cases.
• Coordinate with internal teams for customer recovery, refunds, replacements, and issue resolution.
• Handle public-facing communications while maintaining brand tone and voice.
• Escalate influencer, viral, media, and high-impact complaints appropriately.
• Monitor social media conversations and proactively identify emerging customer experience concerns.

Preferred Candidate Profile

• Prior experience in Social Media Customer Support, Social Care, Online Reputation Management, Customer Experience, or Community Management.
• Excellent written communication skills with strong command over English.
• Ability to handle public-facing customer interactions with empathy and sound judgment.
• Experience in managing customer complaints across social media platforms.
• Strong critical thinking and problem-solving skills.
• Familiarity with social listening or social media management tools will be an added advantage.

Experience Requirement

• 1-2 years of relevant experience in social media support, customer experience, or reputation management roles.

Location - Viman Nagar Office, Pune