ORM Executive

Position Summary

This role is responsible for being the voice of brand on social and perform tasks of engagement and customer support manager. The tasks include, but are not limited to, responding to the user queries/complaints, engage with the brand fans, monitoring & tagging the online conversations basis pre-identified criteria, preparing reports etc. This opportunity will provide a platform to partner with the world's leading consumer brands.

Key Responsibility Areas

• Involves tracking online conversations around specific brands and managing social media escalations (using listening tools)
• Following the standard operating procedures set by the client to manage ORM
• Promptly responding to negative comments, feedback, addressing complaints within specified turn-around time using a reference response sheet
• Promptly responding to queries / positive conversations using a reference response sheet
• Creating copies for responses to sound humane & friendly
• Sending reminders and closing loop with the stakeholders
• Categorizing conversations in the listening tool, as required by the project
• Maintain and circulate daily, weekly, and monthly ORM reports to internal departments

Skills

• Moderate written and verbal communication skills, ability to respond in grammatically correct English
• Good understanding of basics of Social Media platforms
• Strong work ethic - ability to work on multiple projects at once, sometimes under pressure and tight deadlines.
• Desire to learn social media, direct response strategies & tactics, reporting & analytics.
• Good knowledge on creating copies for customer focused responses would be an added advantage

Qualifications

• Full time graduation from a good institution
• Willing to work in shifts and over weekends
• Experience in social media would be desirable

Job Type: Full-time

Pay: ₹213,000.00 per year

Benefits:

• Life insurance
• Paid sick time
• Provident Fund
• Work from home

Education:

• Bachelor's (Preferred)

Work Location: In person