We are looking for a dedicated Online Reputation Management (ORM) Associate to join our team. The ORM Associate will play a key role in managing and strengthening our brand's online presence, addressing customer queries, tracking online reviews, and fostering a positive brand image across digital platforms. This role is ideal for a proactive, detail-oriented individual with strong communication skills and a customer-centric focus.
Key Responsibilities:
- Monitor Brand Mentions:Track, monitor, and record brand mentions across social media, forums, review sites, and other online platforms, identifying trends and alerting relevant teams to positive or negative sentiment.
- Manage Reviews and Feedback:Respond promptly to customer reviews and feedback on Google, app stores, social media, and other review sites, working to resolve issues effectively and reinforce positive experiences.
- Crisis Management:Act swiftly in reputation-related crises, developing and executing response plans in collaboration with the communications team.
- Report and Analyze Data:Provide regular reports on customer satisfaction, response rates, and feedback trends, sharing insights and actionable recommendations for continuous improvement.
- Collaborate with Teams:Work closely with customer service, marketing, operations, and PR teams to maintain consistent messaging and address customer issues.
- Stay Updated:Remain informed of industry trends, ORM best practices, and new tools in digital customer service.
Requirements:
- Education:Bachelors degree in Marketing, Communications, Public Relations, or related field.
- Experience:1 year of experience in ORM, social media management, or customer relations.
- Any south language capability will be an added advantage
Skills:
- Excellent written and verbal communication skills.
- Strong ability to handle sensitive issues with professionalism.
- Proficiency in English, typing, and MS Office.
- Solid analytical and problem-solving abilities.
- Ability to work independently while collaborating across departments.
- Familiarity with SEO is an advantage.
Key Competencies:
- Customer Focus:Committed to understanding and meeting customer needs.
- Attention to Detail:Thorough and precise in managing responses.
- Resilience:Maintains composure in challenging situations.
- Proactive Approach:Able to anticipate risks and act swiftly.
