Online Reputation Management Executive

About the Role

We are seeking a diligent Online Reputation Management (ORM) Executive with a minimum of two years' experience to work remotely. The role involves overseeing brand mentions, managing customer interactions across various digital platforms, and maintaining a favorable online brand image.

Key Responsibilities

• Continuously track and monitor brand mentions on social media, review sites, forums, and digital channels.
• Provide timely, professional responses to customer reviews, comments, and inquiries.
• Manage the online reputation by addressing concerns and escalating critical issues appropriately.
• Detect and report negative feedback, reputational threats, and potential crisis situations.
• Collaborate with internal teams to facilitate prompt resolution of customer complaints.
• Prepare detailed ORM reports, sentiment analysis, and performance summaries.
• Analyze customer feedback trends to offer actionable recommendations for brand improvement.
• Ensure all communications follow brand guidelines and quality standards, meeting defined service level agreements.

Skills and Qualifications

• At least two years of hands-on experience in Online Reputation Management.
• Strong written and verbal English communication capabilities.
• Experience managing customer interactions on social media and review platforms.
• In-depth understanding of sentiment analysis and reputation management strategies.
• Professional handling of sensitive customer concerns.
• Good analytical skills with proficiency in MS Excel, Google Sheets, and various reporting tools.
• Preferred experience with ORM tools such as Brandwatch, Sprinklr, Meltwater, Talkwalker, or similar software.
• Familiarity with social media platforms and digital engagement techniques.
• Background in escalation handling and crisis management scenarios is advantageous.

Eligibility and Additional Details

• Graduate degree in any discipline.
• Minimum two years of relevant ORM experience required.
• Ability to work in rotational shifts and observe rotational weekly offs.
• Must possess a reliable internet connection and appropriate work-from-home setup.

Employment Terms

• Employment Type: Full-Time Contract
• Location: Remote (Work from Home)
• Salary: ₹27,000 to ₹27,500 net in-hand per month, approximately ₹33,000 CTC
• Working Days: 6 days per week with rotational shifts and week offs.
• Number of vacancies: 3
• Preference given to immediate joiners or those with short notice periods.

Interview Process

• Initial HR screening
• Operations/Managerial round
• Final discussion