Orm Executive

3 days ago

Andheri East Mumbai Maharashtra, India Ultrahire HR Advisors Full time

POSITION: ORM Executive

LOCATION: Mumbai

DEPARTMENT: Customer Experience

**Key Responsibilities**

1. **Monitoring Online Presence**:

- Regularly monitor social media channels, review sites, and other online platforms (Facebook, Twitter, Instagram, LinkedIn, Google Reviews, and forums) for brand mentions, customer complaints, and feedback.
- Track and report online sentiment and reputation metrics, identifying trends and areas of improvement.

2. **Engagement & Response**:

- Respond promptly and professionally to customer queries, complaints, and feedback across all platforms.
- Ensure that responses maintain brand voice, tone, and guidelines.

3. **Content Development**:

- Create engaging and informative responses for queries, complaints, and reviews that align with the brand’s values and image.

4. **Crisis Management**:

- Quickly identify and manage any online reputation crises by coordinating with relevant teams and executing response strategies.
- Ensure all customer concerns are addressed efficiently to prevent escalation and negative publicity.

5. **Reporting & Analysis**:

- Generate daily, weekly, and monthly reports summarizing online reputation activities, sentiment analysis, and key metrics.
- Provide insights on customer feedback, complaints, and trends to improve overall service and product offerings.

**Requirements**:

- Experience in managing ORM for tech or consumer service industries.

**Preferred Qualifications**:

- Excellent communication skills (both written and verbal) with strong command over English.
- Knowledge of social media platforms, forums, review sites, and their dynamics.
- Ability to analyse online conversations and trends using ORM tools (e.g., Konnect Insights, Locobuzz or similar).
- Strong customer service orientation with problem-solving and conflict resolution skills.
- Proficiency in understanding customer sentiment and crafting appropriate responses.
- Ability to collaborate, work under pressure, manage multiple tasks, and prioritize effectively.

Hiring guidelines of ORM Executive:
Age: Minimum 18 years and Maximum 35 years.

Pay: ₹20,000.00 - ₹30,000.00 per month

Schedule:

- Day shift

**Experience**:

- total work: 1 year (required)
- online reputation: 1 year (required)

Work Location: In person

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