**Job description**

Netscribes is hiring for the position of #ORM Senior Associates In the Mumbai Location.

Key Responsibilities
- Track and monitor brand specific conversations and mentions on social media.
- Understand and address the consumer queries effectively and actively on social media platforms.
- Identify the need to assign/forward the case to client team basis the sensitivity of the case.
- Establish the facts and gather details about the specific case by using the available tools, data and coordinating with different departments.
- Pacify the customers/social audience by giving proper resolution in line with policies and empowerment.
- Actively draft and publish communication for pro-active social care for customers.
- Flag off and report perceived threat on social media to the larger social group and stay prepared with media statement.
- Coordinate with different departments like Legal, PR, Digital, HR etc. when dealing with sensitive cases.
- Tag/Categorize the cases as per the respective departments/product teams.
- Share feedback with the respective departments/product teams wherever required.
- Build brand love and drive positive engagement on social media platforms.
- Manage social media conversation volumes with consistency and to manage their own quality of responses.
- Develop engaging, creative, innovative content/ideas for regularly scheduled posts, which enlighten audiences and promote brand-focused messages.
- Build various product-wise/service-wise reports based on data extracted from social listening tools on a regular basis.
- Identify key issues and pain points as actionables for client to improve the reputation of the brand.
- Ideate and suggest social media campaigns, activities and PR strategies to deal with crisis situations.
- Keep updated about industry news to introduce various new features, tools and developments for improvement of ORM processes.

Experience - 6 to 8 Months Only
Location - Lower Parel
Shift Timings - Rotational Shift (7:00 am to 2:00 pm & 2:00 pm to 11:00 pm)
Note - Morning Shift (WFO) & Afternoon Shift (WFH)

**Immediate joiners Preferred

**Salary**: ₹19,000.00 per month

Schedule:

- Day shift

Ability to commute/relocate:

- Greater Mumbai, Mumbai - 400013, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 1 year (preferred)

Work Location: One location

**Speak with the employer**

+91-XXXXXXXXXX