Online Reputation Management - Associate

The Online Reputation Management - Associate (ORM) is responsible for monitoring, managing, and enhancing the brands online presence, addressing customer feedback, and fostering positive sentiment across digital platforms.

Key Responsibilities:

• Continuously monitor brand mentions, reviews, and conversations across social media platforms, forums, blogs, and review sites.
• Use ORM tools such as Google Alerts, Hootsuite, Sprout Social, or similar platforms to track online sentiment.
• Respond promptly and professionally to customer reviews, queries, and concerns across all digital channels.
• Address negative feedback in a constructive and empathetic manner, providing appropriate resolutions.
• Escalate critical issues to the relevant internal teams for quick resolution.
• Engage with the online community to build a positive brand presence and foster customer loyalty.
• Proactively share positive feedback and success stories across channels to amplify brand advocacy.
• Analyze online sentiment, feedback trends, and engagement metrics to provide actionable insights.
• Prepare weekly and monthly ORM reports, summarizing key highlights, sentiment trends, and improvement areas.
• Collaborate with marketing and content teams to address recurring issues and improve customer perception.
• Develop and implement proactive ORM strategies to enhance the brands online reputation.

Qualifications:

• Bachelor s degree in marketing, Communications, or a related field.
• 0.6 - 1 year of experience in online reputation management, customer support, or a related role.
• Strong understanding of social media platforms, review sites, and ORM tools.
• Customer-centric approach with the ability to handle sensitive situations tactfully.
• Basic analytical skills to interpret sentiment data and identify trends.
• Familiarity with ORM tools like Brand24, Mention, or Social Mention.
• Experience in handling ORM for e-learning, ed-tech, or similar industries is a plus.

Why Join NetCom Learning:

• Opportunity to work with industry-leading experts and cutting-edge technologies.
• Collaborative and inclusive work culture.
• Ongoing professional development and growth opportunities.

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