Orm Executive

11 hours ago

Mumbai Maharashtra, India Linkage Corporate Solutions Full time

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. **Job Types**: Full-time, Permanent Pay: ₹20,000.00 - ₹22,000.00 per month **Benefits**: - Health insurance - Provident Fund Schedule: - Day shift - Morning shift **Experience**: - total work: 2 years (required) Work Location: In person

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