Customer Experience & ORM Executive
Location: Gurugram (Work From Office)
About Bla Bli Blu
Bla Bli Blu is a new-age fragrance brand that's building products and experiences people love talking about. From perfumes and body care to car fragrances, we're creating a brand that lives across social media, marketplaces, and global communities. As we scale rapidly in India and internationally, customer experience is one of our biggest differentiators.We're looking for an ORM Executive who genuinely enjoys talking to customers, solving problems, and protecting our brand reputation across every touchpoint.
What You'll Do
Social Media Management
- Respond to customer comments and DMs across Instagram, Facebook, TikTok, YouTube, and other social platforms.
- Engage with the community in Bla Bli Blu's brand tone.
- Handle complaints, queries, and appreciation professionally.
- Escalate critical issues to internal teams when required.
- Identify viral conversations and potential reputation risks.
Email Support
- Resolve customer queries related to orders, shipping, products, returns, replacements, refunds, and warranties.
- Maintain fast response times while ensuring high-quality resolutions.
- Coordinate with logistics, operations, and customer support teams.
Live Chat Support
- Provide real-time assistance on the website and marketplaces.
- Help customers choose products based on preferences.
- Resolve order-related issues and improve customer satisfaction.
Online Reputation Management
- Monitor customer reviews across Amazon, Flipkart, Myntra, TikTok Shop, Google, and other marketplaces.
- Respond thoughtfully to positive and negative reviews.
- Track recurring customer issues and provide actionable insights to improve products and customer experience.
- Flag high-priority cases before they escalate.
Reporting & Insights
- Prepare weekly reports covering:
- Response time
- Customer Satisfaction (CSAT)
- Common customer concerns
- Review sentiment
- Social engagement trends
- Share recommendations to improve customer experience and reduce negative feedback.
Requirements
- 2–3 years of experience in Customer Support, ORM, Community Management, or Social Media Support.
- Excellent written English (additional languages are a plus).
- Strong empathy and problem-solving skills.
- Ability to stay calm while handling difficult customers.
- Comfortable managing multiple communication channels simultaneously.
- Basic understanding of Shopify, CRM tools, Freshdesk, Intercom, or similar platforms is preferred.
- Experience with marketplaces like Amazon, Flipkart, Myntra, or TikTok Shop is an added advantage.
What We're Looking For
- Customer-first mindset.
- Excellent communication skills.
- Attention to detail.
- Positive attitude and ownership.
- Ability to work in a fast-paced startup environment.
- Passion for building memorable customer experiences.
Bonus Skills
- Experience handling influencer or creator communications.
- Familiarity with AI tools such as ChatGPT for drafting responses.
- Knowledge of customer sentiment analysis and ORM best practices.
- Experience creating SOPs and customer support workflows.
Pay: ₹30,000.00 - ₹32,000.00 per month
Benefits:
- Flexible schedule
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
- Work from home
Work Location: In person
