ORM Executive

Job Overview

We are seeking an experienced and detail-focused Online Reputation Management (ORM) Executive with a minimum of 2 years in the field. The role involves active monitoring of brand mentions, managing customer interactions on digital channels, addressing reviews and queries, and upholding a positive brand reputation online. This is a full-time contract position based in Mumbai with rotational shifts and a five-day workweek.

Primary Responsibilities

• Continuously observe and track brand mentions across social media, forums, review websites, and other digital outlets.
• Respond swiftly and courteously to customer comments, reviews, and inquiries.
• Manage the online reputation by resolving customer issues and escalating critical concerns to relevant teams promptly.
• Detect and report negative feedback, possible reputation threats, and potential crisis scenarios.
• Collaborate with internal departments to ensure quick and effective complaint resolution.
• Compile ORM and sentiment analysis reports along with performance summaries.
• Monitor customer feedback trends and suggest actionable recommendations for enhancing brand image.
• Follow brand communication policies consistently when replying to customers.
• Maintain high-quality responses while meeting established service level agreements (SLAs).

Required Qualifications and Skills

• At least 2 years of experience specifically in Online Reputation Management.
• Strong English communication skills, both written and verbal.
• Proven experience interacting with customers through social media channels and review platforms.
• Good grasp of sentiment analysis concepts and reputation management techniques.
• Skillful in handling sensitive customer concerns professionally and discreetly.
• Competent in analytics and reporting functions.
• Proficiency in Microsoft Excel, Google Sheets, and various reporting tools.

Preferred Skills

• Familiarity with social listening and ORM platforms like Brandwatch, Sprinklr, Meltwater, Talkwalker or equivalent.
• Knowledge of digital engagement strategies on social media networks.
• Experience addressing escalations and managing crisis situations online.

Eligibility Criteria

• Graduate degree in any discipline.
• Minimum 2 years of relevant ORM experience.
• Willingness to work in rotational shifts and take rotational weekly offs.
• Must maintain a reliable internet connection and possess an appropriate work-from-home environment.

Additional Information

• Salary: Approx. ₹33,000 CTC; In-hand take-home between ₹27,000 and ₹28,500.
• Work schedule: 5 days per week with rotational shifts and off days.
• Openings available: 10 positions.
• Interview process includes HR screening, operations/managerial round, and final discussion.
• Preference given to candidates who can join immediately or have a minimal notice period.