About The Opportunity
The role focuses on monitoring and managing the brand's online reputation across digital platforms, with emphasis on timely and professional handling of customer queries, feedback, and complaints. This position requires coordinating with internal teams to ensure consistent brand tone, adherence to response guidelines, and escalation if needed. The ORM Executive will prepare regular reports and trackers to monitor sentiment trends and recurring issues.
Role & Responsibilities
- Monitor and manage the brand's online reputation across all digital platforms
- Scan and track brand mentions across all social media platforms
- Handle customer queries, feedback, and complaints professionally and within defined TAT
- Manage and respond on platforms including Instagram, YouTube, Google My Business (GMB), Reddit, and Quora
- Identify, report, and coordinate removal/takedown of negative or misleading videos and content on Instagram, YouTube, and other platforms as per policy
- Handle negative comments, reviews, and discussions tactfully to protect brand image
- Coordinate with internal teams (Customer Support, Social Media, Marketing, Legal if required) for resolution
- Track recurring issues, sentiment trends, and escalation points
- Ensure brand tone, response guidelines, and compliance are followed
- Prepare daily/weekly ORM reports and escalation trackers
- Escalate sensitive or high-risk issues to seniors immediately
Key Skills Required
- Strong written communication skills in English & Hindi
- Calm, empathetic, and solution-driven mindset
- Understanding of social media platforms and online communities
- Ability to manage high volumes of interactions
- Attention to detail and crisis-handling ability
Preferred Qualification
- Graduate in any discipline
- Prior experience in ORM / customer support is a plusSkills: social media,orm,online reputation management
