Job Title: Online Reputation Management (ORM) Associate
Industry: E-commerce / D2C (Mandatory)
Experience: 1–3 Years
Salary: Up to ₹30,000/month (depending on experience)
Location: [Insert Location]
Job Overview
We are looking for a proactive and detail-oriented
ORM Associate with experience in the
E-commerce/D2C industry. The role involves managing brand reputation across digital platforms, handling customer feedback, and ensuring a positive online brand image.
Key Responsibilities- Monitor brand mentions across:
- Social media platforms (Instagram, Facebook, LinkedIn)
- Marketplaces (Amazon, Flipkart, etc.)
- Review platforms (Google Reviews, Trustpilot, etc.)
- Respond to customer reviews, comments, and queries in a timely and professional manner
- Handle negative reviews and complaints with effective resolution strategies
- Coordinate with internal teams (Customer Support, Logistics, Marketing) to resolve issues
- Maintain and improve brand ratings across marketplaces
- Identify patterns in customer feedback and suggest improvements
- Escalate critical issues impacting brand reputation
- Track ORM performance and prepare regular reports
Key Requirements- 1–3 years of experience in ORM (E-commerce/D2C industry mandatory)
- Experience in handling:
- Marketplace reviews (Amazon, Flipkart, Myntra, etc.)
- Social media comments and DMs
- Strong communication and problem-solving skills
- Ability to handle difficult customers professionally
- Basic understanding of E-commerce operations and customer journey
- Familiarity with CRM tools and ticketing systems
Preferred Skills
- Experience with review management tools
- Understanding of sentiment analysis
- Basic knowledge of social media management
- Experience in customer retention strategies
KPIs / Success Metrics
- Response Time
- Review Ratings Improvement
- Resolution Time
- Customer Satisfaction Score (CSAT)
- Reduction in Negative Feedback
Skills: platforms,commerce,customer,online,d2c,e-commerce,management,reviews
