ORM Executive

Job Title: ORM Executive (Online Reputation Management Executive)

Experience: Minimum 2 Years in ORM

Employment Type: Full-Time

Open Positions: 10

Salary Budget: 27,000 – 28,500 In-Hand (Approx. 33,000 CTC)

Working Days: 5 Days a Week

Shift: Rotational Shifts

Week Off: Rotational Off

Job Summary

We are looking for a proactive and detail-oriented ORM Executive with at least 2 years of hands-on experience in Online Reputation Management. The candidate will be responsible for monitoring brand mentions, managing customer interactions across digital platforms, responding to reviews and queries, and ensuring a positive online brand image.

Key Responsibilities

• Monitor and track brand mentions across social media platforms, review sites, forums, and other digital channels.
• Respond promptly and professionally to customer reviews, comments, and queries.
• Manage online reputation by addressing customer concerns and escalating critical issues to relevant stakeholders.
• Identify and report negative sentiments, potential reputation risks, and crisis situations.
• Coordinate with internal teams to ensure timely resolution of customer complaints.
• Prepare ORM reports, sentiment analysis reports, and performance summaries.
• Track customer feedback trends and provide actionable insights for brand improvement.
• Ensure adherence to brand communication guidelines while responding to customers.
• Maintain response quality and meet defined SLAs.

Required Skills

• Minimum 2 years of experience in Online Reputation Management (ORM).
• Excellent written and verbal communication skills in English.
• Experience handling customer interactions on social media and review platforms.
• Strong understanding of sentiment analysis and reputation management practices.
• Ability to handle sensitive customer concerns professionally.
• Good analytical and reporting skills.
• Proficiency in MS Excel, Google Sheets, and reporting tools.

Preferred Skills

• Experience with social listening and ORM tools such as Brandwatch, Sprinklr, Meltwater, Talkwalker, or similar platforms.
• Knowledge of social media platforms and digital customer engagement.
• Experience in handling escalations and crisis management scenarios.

Eligibility Criteria

• Graduate in any discipline.
• Minimum 2 years of relevant ORM experience.
• Comfortable working in rotational shifts and rotational week-offs.
• Must have a stable internet connection and a suitable work-from-home setup.

Interview Process

1. HR Screening
2. Operations/Managerial Round
3. Final Discussion

Immediate joiners or candidates with a short notice period will be preferred.