ORM & Social Media Intern

Role & responsibilities

Online Reputation Management (ORM):

• Monitor brand mentions, reviews, comments, and DMs across all key platforms: Google Reviews, Practo, Justdial, Instagram, Facebook, Quora, YouTube, Twitter, etc.
• Flag and escalate high-risk or negative sentiments to the internal stakeholders immediately.
• Maintain real-time ORM dashboards, daily reports, and weekly summaries on sentiment trends.
• Draft polite, empathetic, and well-crafted replies to user queries, feedback, and complaints.
• Acknowledge patient concerns without sounding robotic and celebrate positive feedback with warmth.
• Maintain a daily response tracker with platform, branch, patient name (if applicable), concern, action taken, and status.
• Track turn-around-time (TAT) for replies and ensure adherence to brand SLAs.
• Identify spam, duplicate, or fake reviews and report them via the platforms backend where possible.

Social Media:

• Support in planning, creating, and scheduling engaging content across platforms (Instagram, Facebook, X/Twitter, LinkedIn, etc.).
• Engage with users by responding to comments, DMs, and mentions.
• Help brainstorm creative campaigns, contests, or influencer collaborations.
• Conduct competitor and trend analysis to inform content and engagement strategy.
• Track performance metrics (engagement, reach, follower growth) and contribute to reporting.

Preferred candidate profile

• Candidate with 0 to 2 years of experience in ORM, digital marketing, social media, or customer engagement.
• Can write clearly and confidently in English and basic Hindi (more regional languages are a bonus).
• Understands how reviews and reputation shape a customers first impression.
• Is organised, deadline-driven, and able to multitask across platforms.
• Brings a professional tone, quick turnaround, and a service-first mindset.
• Eager to learn digital tools, response strategy, and brand reputation management.
• Knowledge of tools like Hootsuite, Google My Business, Excel/Sheets, or ORM dashboards is a plus.

Internship Duration: