Associate - ORM - Marol, Andheri East

Role Purpose:

We are looking for a proactive and dynamic ORM Executive to join the OneAssist Customer Experience team. The ideal candidate will manage our online reputation across social media and digital platforms by monitoring, responding to, and owning consumer queries, complaints, and escalations. You will play a vital role in managing brand sentiment, conducting competitor/sentiment analysis, and protecting overall brand integrity.

List the Duties and Responsibilities:

• Online Monitoring & Sentiment Management: Regularly monitor social media channels, review sites, and digital platforms (Facebook, Twitter/X, Instagram, LinkedIn, Google Reviews, and forums) for brand mentions, customer complaints, and feedback. Proactively manage brand sentiment and track key reputation metrics.
• Query Handling & Escalation Ownership: Respond promptly and professionally to consumer queries and complaints, ensuring responses align with brand voice, tone, and guidelines. Actively manage and own escalations on social media platforms, coordinating directly with the internal escalations team for timely resolution.
• Crisis Management & Resolution: Quickly identify and address online reputation risks or crises. Execute effective mitigation strategies in collaboration with relevant teams to prevent escalation and maintain brand integrity.
• Reporting & Competitor Analysis: Conduct regular sentiment and competitor analysis. Prepare and share structured weekly and monthly reports summarizing ORM activities, key metrics, customer feedback trends, and actionable insights for service improvement.

Experience Required: Minimum 2 years work experience (prior experience in tech or consumer service industries is preferred)

Academia : Must be a Graduate

Shift & Work-Off Flexibility : Must be comfortable working in rotational shifts and adhering to rotational work-offs

Skills, Abilities and Competencies:

• Social Media & ORM Tools Expertise: In-depth knowledge of social media ORM tools such as KonnectInsights, Locobuzz, or similar platforms.
• Reputation Management Skills: In-depth understanding of Online Reputation Management (ORM) principles, sentiment analysis, and escalation workflows.
• Typing Speed: Minimum typing speed of 30 WPM with high accuracy.
• Communication Skills: Excellent written and verbal communication skills in English with a strong command of grammar and tone.
• Analytical Skills: Ability to conduct sentiment and competitor analysis and present clear weekly/monthly reports.

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