Client Coordinator

Job Description:

Job Title: Graduate Trainee - ORM

Key Responsibilities

• Monitor, review, and track user comments, suggestions, feedback, and complaints across all social media platforms using manual methods and social listening tools.

• Engage with the target audience on behalf of the brand by responding to queries, comments, and messages in a timely and professional manner.

• Manage negative feedback and customer complaints within the client’s defined turnaround time to ensure a positive customer experience.

• Build brand awareness and protect brand reputation by shaping online perception through proactive and thoughtful communication.

• Acknowledge and highlight positive feedback and compliments on the brand’s social media channels.

• Use social listening and monitoring tools effectively for response and reputation management.

• Share real-time customer conversations and feedback with internal brand teams and managers.

• Collect, categorize, analyze, and report audience data to provide insights into brand performance and customer sentiment.

• Prepare and share detailed reports highlighting key issues, strengths, opportunities, and recommendations for brand improvement.

• Analyze conversations to identify:

  • Overall sentiment towards the brand

  • Platforms generating maximum engagement and buzz

  • Common customer requests, complaints, and dislikes

  • Regional trends in customer conversations

• Benchmark brand performance against competitors using similar metrics.

• Recommend strategies and action plans to improve customer experience and brand perception.

• Maintain and circulate daily, weekly, and monthly ORM and social care reports to internal stakeholders.

• Support the team in setting and improving social care and response benchmarks.

Required Skills & Competencies

• Strong written communication and customer engagement skills

• Understanding of social media platforms and digital communities

• Experience with social listening and ORM tools

• Analytical and reporting skills

• Ability to manage high volumes of customer interactions calmly and professionally

• Attention to detail and problem-solving mindset

Preferred Qualifications

• Bachelor’s degree in Marketing, Communications, Media, or a related field

• Experience in social media management, digital marketing, or customer support is a plus

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