Senior Executive - Online Reputation Management

About the Role

The Senior Executive in Online Reputation Management (ORM) will be entrusted with the responsibility of handling urgent and significant customer grievances received through various social media platforms. The position demands timely, empathetic, and solution-oriented communication to uphold the company's brand image, ensure customer satisfaction, and relay valuable insights to internal teams for continuous improvement.

Key Duties

• Continuously monitor and engage with escalated customer issues across social media channels including Facebook, Twitter/X, and Instagram in real time.
• Manage sensitive and high-stakes cases with utmost accuracy, confidentiality, and professionalism.
• Collaborate closely with internal departments like Operations, Product, and Legal to expedite resolution.
• Ensure adherence to First Response Time (FRT) and resolution Service Level Agreements (SLAs) for ORM matters.
• Generate and disseminate daily and weekly reports detailing escalation trends, root causes, and suggestions for prevention.
• Implement feedback mechanisms to enhance service quality and minimize recurring escalations.
• Assist in the training and mentorship of new team members regarding best practices in escalation handling.

Required Skills & Competencies

• Exceptional written communication skills with a strong customer-centric approach.
• Proven capability to solve problems and make sound decisions under pressure.
• Ability to manage sensitive situations with tact, discretion, and professionalism.
• Proficiency in using ORM and social media listening tools such as Sprinklr, Hootsuite, and Meltwater.
• Flexibility to work in shifts, including weekends and public holidays when necessary.
• Empathy and effective listening skills.
• Strong stakeholder management abilities.
• Competence in time management and prioritizing tasks.
• Keen analytical skills with attention to detail.