ORM Specialist - Social Media

We are seeking a Social Media Customer Experience Executive who will be responsible for engaging with customers across digital platforms, resolving queries, and ensuring a smooth brand experience online. The role also involves daily reporting, campaign monitoring, and managing customer gratification for contests.

Key Responsibilities

• Monitor and respond to customer queries, feedback, and complaints across all social media platforms.
• Ensure timely and empathetic resolutions while maintaining brand tone.
• Prepare daily activity reports in Excel (covering queries, complaints, sentiment, and resolution time).
• Maintain monthly trackers with consolidated complaint data, sentiment analysis, and resolution metrics.
• Monitor ongoing brand campaigns, prepare daily performance reports, and track engagement.
• Oversee social media contests, validate entries, announce winners, and manage coupon-based gratification.

Requirements

• 1–3 years of experience in Social Media Management, Online Reputation Management (ORM), or Customer Support.
• Minimum Qualification: Graduate from a good college/institution
• Strong communication skills (written & verbal) in English.
• Proficiency in MS Excel (reporting, trackers, analysis).
• Good understanding of social media platforms (Facebook, Instagram, X/Twitter, LinkedIn, YouTube).
• Familiarity with social listening / ORM tools (Sprinklr, Radian6, Meltwater, Hootsuite, etc.) will be an added advantage.
• Ability to work under pressure, multitask, and handle escalations with patience.

What We Offer

• Opportunity to work with leading brands in the digital space.
• Exposure to customer experience, campaign monitoring, and reporting.
• Career growth in digital marketing, social media, and customer engagement.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

• Flexible schedule

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: In person