Job Description

JOB DESCRIPTION

POSITION: ORM Executive

ROLE PURPOSE: We are looking for a proactive and dynamic ORM Executive to manage our online reputation across various social media & digital platforms. The ideal candidate will be responsible for monitoring, responding, and resolving customer queries, complaints & to enhance the company's online presence and maintain brand integrity.

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.

Job Type: Full-time

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