Role Overview
The ORM Executive is responsible for monitoring, managing, and enhancing the brand’s online presence across social media, review platforms, and digital channels. The role ensures timely responses, issue resolution, sentiment tracking, and escalation management as per defined SLAs.
Job Location: Chennai
Timings: 12pm to 8pm (Rotational week off)
Key Responsibilities
- Monitor brand mentions across social media, review sites, forums, and digital platforms in real time.
- Respond to customer queries, complaints, and feedback within defined TAT and brand guidelines.
- Maintain daily, weekly, and monthly ORM reports including sentiment analysis, ticket status, and escalation logs.
- Coordinate with internal & Client teams for issue resolution.
- Identify negative trends, potential crises, and reputation risks; initiate escalation protocols.
- Ensure adherence to platform etiquette, brand tone, and compliance guidelines.
- Support campaign monitoring and highlight opportunities for positive engagement.
Required Skills & Experience
- 1–3 years of experience in ORM, social media management, or customer experience roles.
- Strong communication skills with excellent written English.
- Familiarity with ORM tools (Simplify360, Sprinklr, Hootsuite, etc.).
- Ability to handle high-volume queries with accuracy and empathy.
- Analytical mindset with experience in reporting and sentiment tracking.
Job Types: Full-time, Permanent
Pay: ₹18,000.00 - ₹25,000.00 per month
Work Location: In person
