ORM Executive | Customer Suppoert

We are looking for a self-motivated and result oriented creative professional to join us as a Executive - Brand Reputation Management (ORM Executives).

Work Location (work from office) : Lower Parel | Prabhadevi

Ideal Candidate Profile :

·        Strong passion for social media

·        Familiarity with various social media platforms and their features

·        Entrepreneurial, and possess a proactive approach with a strong bias for action

·        A deep desire and commitment to create truly outstanding output at all times

·        Candidate with previous experience in customer service industry can apply.

Shifts: Rotational Shifts – including night shifts (5 days working)

Week Off: Rotational (any 2 days in the week, could be split or consecutive)

Responsibilities: (Including, not restricted to)

·        Responsible for reviewing customer feedback across all relevant social media platforms and websites for multiple locations and entities including management of posted reviews/complaints and ensuring all reviews are responded to in a timely manner.

·        Build and maintain a strategy for monitoring and managing feedback on all social media channels, online directory, review sites, and search engine business sites.

·        Build and maintain a strategy for encouraging reviews at appropriate touch points utilizing approved communications, to enabled devices, and community engagement.

·        Monitor and respond to social reviews and engagement.

·        Maintain listings on search engines, online directories, and ratings/review sites.

·        Facilitate online company and physician reviews and endorsements.

·        Coordinate internal and external provider and quality ratings for public dissemination in an easily consumed and understood manner.

·        Track, analyze, and report online reputation results.

·        Identify and provide insight for trends, questions, opportunities, and escalate issues to appropriate teams.

·        Identify opportunities to optimize online reputation management on various review sites · Manage and solicit reviews.

·        Prepare clear, concise and professionally written public responses to customer feedback left on social media and review websites.

·        Monitoring and adjusting to industry trends, changes within the social media landscape, reviewing and reporting on effectiveness of social media tactics and campaigns with social listening tools.

·        Generate and meet timelines for agreed reports.

Job description

HAWK is a new-age customer experience agency focused on ORM, Listening, and Customer Support. We execute Omni channel ORM strategies and crisis management, analyze social media feedback, and guide brands through complex customer support challenges. With a disruptive approach towards customer support, HAWK unites the smartest minds with advanced processes and tools to invoke genuine emotions and provide a stellar customer experience. We cater to brands like OPPO Mobiles, OLA Cabs, Sony TV and Amazon MiniTV to name a few.