The Online Reputation Management - Associate (ORM) is responsible for monitoring, managing, and enhancing the brands online presence, addressing customer feedback, and fostering positive sentiment across digital platforms.
Key Responsibilities:
- Continuously monitor brand mentions, reviews, and conversations across social media platforms, forums, blogs, and review sites.
- Use ORM tools such as Google Alerts, Hootsuite, Sprout Social, or similar platforms to track online sentiment.
- Respond promptly and professionally to customer reviews, queries, and concerns across all digital channels.
- Address negative feedback in a constructive and empathetic manner, providing appropriate resolutions.
- Escalate critical issues to the relevant internal teams for quick resolution.
- Engage with the online community to build a positive brand presence and foster customer loyalty.
- Proactively share positive feedback and success stories across channels to amplify brand advocacy.
- Analyze online sentiment, feedback trends, and engagement metrics to provide actionable insights.
- Prepare weekly and monthly ORM reports, summarizing key highlights, sentiment trends, and improvement areas.
- Collaborate with marketing and content teams to address recurring issues and improve customer perception.
- Develop and implement proactive ORM strategies to enhance the brands online reputation.
Qualifications:
- Bachelor s degree in marketing, Communications, or a related field.
- 0.6 - 1 year of experience in online reputation management, customer support, or a related role.
- Strong understanding of social media platforms, review sites, and ORM tools.
- Customer-centric approach with the ability to handle sensitive situations tactfully.
- Basic analytical skills to interpret sentiment data and identify trends.
- Familiarity with ORM tools like Brand24, Mention, or Social Mention.
- Experience in handling ORM for e-learning, ed-tech, or similar industries is a plus.
Why Join NetCom Learning:
- Opportunity to work with industry-leading experts and cutting-edge technologies.
- Collaborative and inclusive work culture.
- Ongoing professional development and growth opportunities.
Role: Social Media Marketing
Industry Type: IT Services & Consulting
Department: Marketing & Communication
Employment Type: Full Time, Permanent
Role Category: Digital Marketing
Education
UG: Any Graduate
PG: Any Postgraduate
