Job Title - ORM Intern
Location - Bengaluru
This position will own Online Reputation Management and Social Listening for a real estate client, with the potential to extend to other brands over time.
Key responsibilities will include:
- Monitoring and responding to comments, DMs, reviews, and mentions across Instagram, Facebook, Google, and other platforms
- Handling customer queries, complaints, and escalations in line with brand tone and escalation protocols
- Tagging, categorizing, and tracking conversations (sales, service, sentiment, complaints, etc.)
- Coordinating with the account team and client SPOCs on issue resolution and turnaround
- Using social listening tools (this brand uses Simplify360, but experience with MeltWater or similar works too) to track: Brand mentions, Campaign sentiment, Emerging risks or spikes
- Creating weekly and monthly ORM reports covering volume, sentiment, key themes, risks, and opportunities
This is a hands-on, live operations role.
Given the nature of ORM, we are ideally looking for someone with 6 months of experience in:
- ORM
- Social media moderation
- Community management
- Social listening or digital customer support
They should also have:
- Strong written communication in English (clear, calm, brand-safe)
- Experience handling angry customers, service issues, and escalations
- Comfort working with dashboards, trackers, and reports
- Ability to work independently and follow escalation protocols
- Internship experience in real estate, BFSI, telecom, or any high-volume customer-facing brand would be a plus.
