Job
Description
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.
