Monitor brand mentions, reviews, and conversations across social media, Google, online listings, and other platforms.
Respond promptly and professionally to customer feedback—positive, neutral, or negative.
Coordinate with internal teams (Customer Support, Operations, Marketing) to resolve customer concerns.
Track and report patterns in customer issues and feedback.
Maintain dashboards for reviews, ratings, and sentiment analysis.
Ensure brand tone consistency in every response.
Work on initiatives to increase positive reviews and reduce negative sentiment.
Support crisis management by escalating serious issues immediately.
Prepare weekly and monthly ORM performance reports.
Bachelor’s degree in Marketing, Communications, Mass Media, or a related field.
0–3 years of experience in ORM, customer service, or social media handling (freshers can apply if skilled).
Excellent understanding of social platforms and online customer behaviour.
Ability to work under pressure with fast turnaround times.
Basic knowledge of CRM and ORM tools is a plus.