Ops for Review Management Assistant (Onsite)

About the role The company is looking for a detail-oriented, organized, and customer-focused Operations Assistant – Review Management to support online reputation, e-commerce operations, and day-to-day backend activities. The role will primarily focus on monitoring and managing customer reviews, responding to customer feedback, maintaining accurate product information, tracking recurring customer concerns, and providing operational support across e-commerce and digital platforms.

Key responsibilities

  • Manage and monitor customer reviews and feedback across e-commerce platforms, social media channels, and other digital touchpoints

  • Respond to customer reviews professionally, accurately, and in accordance with the company's approved communication and brand guidelines

  • Identify negative, sensitive, or unresolved customer concerns and escalate cases to the appropriate internal team for further action

  • Support the company's online reputation management by monitoring customer sentiment and maintaining timely and consistent responses

  • Track recurring complaints, concerns, compliments, and customer feedback to identify potential service, product, or operational improvement opportunities

  • Maintain an organized review management tracker containing customer feedback, response status, escalations, resolutions, and other relevant information

  • Prepare regular reports and summaries highlighting review volume, customer sentiment, recurring issues, escalations, and resolution status

  • Assist in maintaining accurate product listings and store information across e-commerce platforms, including descriptions, pricing, stock availability, images, and other customer-facing information

  • Coordinate with Customer Service, Marketing, E-commerce, and other internal teams regarding customer concerns, product information, and operational issues

  • Monitor pending issues and follow up with responsible teams to ensure customer concerns and operational requirements are addressed within the expected timeline

About you

  • Detail-oriented and organized

  • Customer-focused

  • Communicates professionally

  • Understands the importance of customer feedback in maintaining a positive brand reputation and improving overall customer experience

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