ORM Intern

About the Role

The ORM Intern at The Kids Clinic will engage directly with customers to manage interactions, resolve grievances, and enhance customer satisfaction through clear and positive communication. This entry-level position supports the Grievance Management team by addressing customer questions, handling complaints, and systematically tracking grievance outcomes.

Primary Responsibilities

• Manage inbound and outbound calls with current and prospective customers.
• Assist customers by addressing their queries and concerns efficiently.
• Encourage customers to modify negative feedback into positive experiences.
• Identify the underlying issues behind customer grievances and escalate them to appropriate teams.
• Follow up diligently on escalated grievances to ensure they are resolved promptly.
• Develop and maintain strong, positive relationships with customers as well as internal team members.
• Oversee online reputation by monitoring and responding to feedback on various social media and online platforms.
• Keep detailed records of online feedback, escalating critical issues as needed.
• Prepare and maintain regular grievance reports on a daily, weekly, and monthly basis.
• Ensure thorough documentation of all customer interactions for record-keeping purposes.

Required Skills and Qualifications

• Graduation in any discipline; applications accepted from female candidates only.
• Fluent communication in English and regional languages such as Hindi, Kannada, Tamil, and Telugu.
• Mandatory proficiency in Excel for data management and reporting tasks.
• Sound understanding of social media platforms and their use in online reputation management.
• Experience or knowledge in grievance handling and complaint resolution.
• Strong documentation and reporting capabilities.
• Exceptional communication abilities.
• A customer-centric approach with persuasive and convincing skills.
• Ability to adapt quickly and learn on the job.