ORM Executive

As an Online Reputation Management (ORM) Executive, your role will involve monitoring brand presence online and ensuring a positive digital reputation for the brand. You will be responsible for handling customer queries and reviews in a timely and professional manner. Here are the key responsibilities for this position: - Monitor brand mentions, reviews, and conversations on various platforms such as Google Reviews, Facebook, Instagram, Twitter, Quora, MouthShut, JustDial, etc. - Respond to customer queries, complaints, and feedback ensuring they are addressed professionally. - Draft appropriate replies for both positive and negative reviews/comments while maintaining the brand voice. - Escalate critical issues to the relevant teams and follow up until resolution is achieved. - Track daily ORM activities and maintain reports on responses, sentiments, and escalations. - Assist in implementing ORM strategies to enhance brand image and customer satisfaction. - Keep an eye on competitor reviews/mentions and share insights with the marketing team. To qualify for this role, you should have: - 0.6 - 1.5 years of experience in ORM, Social Media, Customer Service, or Digital Marketing. - Strong written and verbal communication skills. - Basic knowledge of ORM/social listening tools like Google Alerts, Hootsuite, Brand24, Social Mention. - Ability to handle negative feedback calmly and in a solution-oriented manner. - Detail-oriented with excellent coordination skills. Additionally, it would be beneficial if you have exposure to SEO basics, digital marketing campaigns, knowledge of drafting professional responses, and the ability to collaborate with cross-functional teams. This position offers a collaborative and growth-oriented environment where you will have the opportunity to work on multiple brands/projects and gain hands-on experience in digital marketing and online reputation management. As an Online Reputation Management (ORM) Executive, your role will involve monitoring brand presence online and ensuring a positive digital reputation for the brand. You will be responsible for handling customer queries and reviews in a timely and professional manner. Here are the key responsibilities for this position: - Monitor brand mentions, reviews, and conversations on various platforms such as Google Reviews, Facebook, Instagram, Twitter, Quora, MouthShut, JustDial, etc. - Respond to customer queries, complaints, and feedback ensuring they are addressed professionally. - Draft appropriate replies for both positive and negative reviews/comments while maintaining the brand voice. - Escalate critical issues to the relevant teams and follow up until resolution is achieved. - Track daily ORM activities and maintain reports on responses, sentiments, and escalations. - Assist in implementing ORM strategies to enhance brand image and customer satisfaction. - Keep an eye on competitor reviews/mentions and share insights with the marketing team. To qualify for this role, you should have: - 0.6 - 1.5 years of experience in ORM, Social Media, Customer Service, or Digital Marketing. - Strong written and verbal communication skills. - Basic knowledge of ORM/social listening tools like Google Alerts, Hootsuite, Brand24, Social Mention. - Ability to handle negative feedback calmly and in a solution-oriented manner. - Detail-oriented with excellent coordination skills. Additionally, it would be beneficial if you have exposure to SEO basics, digital marketing campaigns, knowledge of drafting professional responses, and the ability to collaborate with cross-functional teams. This position offers a collaborative and growth-oriented environment where you will have the opportunity to work on multiple brands/projects and gain hands-on experience in digital marketing and online reputation management.