Role Purpose
· To handle customer queries via Social Media
· To educate customers on client’s products and processes
Key Responsibilities
· The ORM Associate is responsible to monitor, connect, converse, engage and enhance brand s online reputation
· Actively monitor and review user comments, suggestions, feedback and complaints across social handles and platforms manually and using the related tools wherever possible
· Promptly respond to negative comments, feedbacks, redressing complaints within client s specified turn-around time thus making the user journey with the brand worthwhile
· Create brand awareness by primary means of addressing user queries and maintaining the brand reputation by changing the perception of people online
· Acknowledging compliments showcasing the same on brand social media pages
· Effectively identifying and utilizing social listening tools for response management
· Sharing the brand comments on real-time basis with the respective brand associates/managers
· 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.
Skills and Qualification Requirements
· Bachelor’s degree from any stream
· Good typing skill
· An excellent communicator
· Positive attitude
· Fluent in written and spoken English
· Able to work well under pressure and under minimum supervision
· A fast learner who is able to work with set targets
· A team player
- Must be time flexible and able to work in a shift system including public holidays and Weekends
Key Performance Indicators
· Handle all queries in a polite, professional manner
· Probe and trouble-shoot customer queries, and provide a suitable and satisfactory solution
· Educate customers on services and processes
· Escalate any issues to the Team Leader
· Achieve agreed KPIs and Objectives
· Work collaboratively with the team
· Logical reasoning
Benefits
Annual Bonus
Night Shift Allowance
Overtime Payment
Referral Hire Bonus
IT Asset provided
5 Days working
Paid leaves of 21 days (excluding 12 public holidays)
Health and Life Insurance
Team Outings
Free Snacks and Drinks
Education allowance (Training courses, Udemy, Coursera, etc.)
Interview Process
On-site 30 min Aptitude Test
On-site HR screening
On-site technical Round 1 interview for 30 mins
Writing Test 15 mins
On-site technical Round 2 interview for 30 mins
Benefits
Annual Performance Bonus
Night Shift Allowance
Overtime Payment
Referral Hire Bonus
Health and Life Insurance
IT Asset provided
5 days working
Paid leaves of 21 days (excluding 12 public holidays)
Team fun activities
Quarterly Team Outings
Annual company retreat - Our Operations team went to Goa in 2022 and Udaipur in 2023 and more TBC!
Highly talented, dependable co-workers in a global, multicultural organization
Our teams are small enough for you to be impactful
Our business is globally established and successful, offering stability and security to our Team Members
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Interview Process
Remote 30 min Aptitude Test
Remote screening with our Talent Acquisition Team
Remote interview loop with 2x Ops Team Members (30 mins each)
Document verification
24-72 hour feedback loops throughout the process
Working at Sporty
The top-down mentality at Sporty is high performance-based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way.
Generally employees can choose their own hours, as long as they are collaborating and doing stand-ups etc. The emphasis is really on results.
As we are a highly structured and established company we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.
We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.
What We Do
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform which serves millions of daily active users across the globe via technology and operations hubs across more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users, and attract and retain them with a dynamic and flexible work life which empowers them to create value and rewards them generously based upon their contribution.
We’re fortunate enough to have already built a capable and proven team of 500+ high achievers from a diverse set of backgrounds with a common thirst for excellence and we are constantly looking for more talented individuals to power our growth and serve our users further via their grit and innovation.
