About the role
Department: ORM
Work Model: In-office (5 days a week)
About the Role: We are looking for a proactive and experienced Senior Executive to join our Online Reputation Management (ORM) team. In this role, you will be the voice of multiple brands, ensuring that customer queries are addressed promptly and brand sentiment is positively maintained across all digital channels.
Key Responsibilities:
- Query Resolution: Actively monitor, track, and respond to customer queries, reviews, and feedback across various social media platforms and digital touchpoints.
- Brand Management: Effectively manage and maintain the online reputation for multiple brands simultaneously, ensuring each brand's unique tone of voice and guidelines are strictly followed.
- Reporting: Prepare detailed, regular reports on brand sentiment, customer feedback, and overall ORM performance to share actionable insights with stakeholders.
- Social Listening: Utilize social listening strategies to track brand mentions, monitor industry trends, and analyze customer sentiment to mitigate potential crises.
- Tool Proficiency: Hands-on experience and strong command over standard ORM and social listening tools such as Simplify360, Locobuzz, and Sprinklr.
- Communication & Content: Proficient in English with excellent verbal and written communication skills. Must be strong in content writing to craft clear, empathetic, and engaging responses.
- Domain Knowledge: In-depth understanding and practical knowledge of Social Listening.
- Time Management: Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment while juggling multiple brands.
- Shift Timings: 9:30 AM - 6:30 PM (Monday to Friday).
- Work Location: Working from the office 5 days a week.
- Flexibility: While this is a standard weekday role, the candidate must be flexible and available to work on weekends if needed during special events, brand campaigns, or crisis management situations.