Online Reputation Management (ORM) Specialist

About the Role

We are seeking a dedicated and detail-focused Online Reputation Management (ORM) Executive with a minimum of two years' practical experience. The role involves overseeing brand mentions, engaging with customers over digital platforms, addressing reviews and inquiries, and maintaining a positive online presence for the brand.

Key Responsibilities

• Constantly monitor brand mentions on social media, review websites, forums, and other online channels.
• Respond quickly and professionally to customer feedback, comments, and questions.
• Manage online reputation by resolving customer concerns and escalating urgent issues when necessary.
• Detect and report negative sentiments, potential threats, and crisis situations affecting the brand.
• Collaborate with internal teams to ensure prompt resolution of customer issues.
• Compile ORM performance reports, sentiment analysis, and summary reports.
• Track trends in customer feedback and offer actionable insights to improve the brand.
• Maintain compliance with brand communication standards when interacting with customers.
• Consistently deliver high-quality responses while adhering to service level agreements (SLAs).

Required Skills and Experience

• At least two years of experience in ORM roles.
• Strong written and verbal communication skills in English.
• Experience managing customer engagements on social media and review platforms.
• Solid understanding of sentiment analysis and reputation management techniques.
• Professional approach to managing sensitive customer issues.
• Good proficiency in analytics and report preparation.
• Competent with MS Excel, Google Sheets, and other reporting software.

Preferred Expertise

• Familiarity with social listening and ORM platforms such as Brandwatch, Sprinklr, Meltwater, or Talkwalker.
• Knowledge of diverse social media channels and digital engagement strategies.
• Experience in managing escalations and crisis situations.

Eligibility

• Graduate degree in any discipline.
• Minimum two years of relevant ORM experience.
• Ability to work in rotating shifts and rotate weekly off days.
• Access to a reliable internet connection and a suitable work-from-home environment.

Additional Details

• Employment type: Full-Time, Contract
• Location: Mumbai, Maharashtra, India (Onsite)
• Salary: Approximate in-hand of ₹27,000 to ₹27,500, with a total CTC of about ₹33,000 per month.
• Work schedule: Six days per week with rotational shifts and weekly offs.
• Interview stages include HR screening, operations/managerial round, and final discussion.
• Preference given to immediate joiners or candidates with a short notice period.
• Openings: 3 positions available.