Customer Support Executive ORM Executive

Job Title

Customer Support Executive / ORM Executive

Company

RUMI Fine Fragrances

Experience Required

1–3 Years

About Us

RUMI Fine Fragrances is a premium fragrance brand committed to delivering high-quality, luxurious scents and exceptional customer experiences. We believe in building strong relationships with our customers through personalized service, attention to detail, and maintaining a strong brand reputation across all customer touchpoints.

Key Responsibilities

• Handle all incoming customer calls in a professional and courteous manner.
• Respond promptly to customer queries via WhatsApp, social media, and other communication channels.
• Provide accurate information regarding products, orders, deliveries, and services.
• Resolve customer complaints and concerns efficiently to ensure customer satisfaction.
• Maintain records of customer interactions and follow up when required.
• Coordinate with internal teams for order updates, issues, and escalations.
• Monitor and respond to customer reviews, comments, and messages across platforms such as Google, Instagram, Facebook, and other marketplaces.
• Manage the brand’s online reputation by addressing negative feedback professionally and encouraging positive customer engagement.
• Track customer sentiment and share insights with the management team to improve customer experience and brand perception.
  
  

• 1–3 years of experience in customer support, ORM, or a similar role.
• Strong verbal and written communication skills.
• Experience in handling calls, WhatsApp/chat support, and social media interactions.
• Good problem-solving skills and a customer-first mindset.
• Basic knowledge of MS Office and CRM tools is a plus.
• Ability to multitask and work in a fast-paced environment.
  
  

• Prior experience in retail, e-commerce, beauty, or lifestyle brands.
• Understanding of social media platforms and online review management.
• Polite, patient, and empathetic attitude toward customers.
• Ability to maintain brand tone and professionalism in all customer communications.
  
  

• Be part of a fast-growing luxury fragrance brand.
• Work in a dynamic and customer-centric environment.
• Opportunity to grow in both customer support and brand reputation management roles.