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Job Summary
We are looking for a motivated and detail-oriented Junior ORM Executive to support our online reputation management efforts. The candidate will be responsible for monitoring brand mentions, managing customer reviews, responding to online feedback, and assisting in maintaining a positive digital presence across various platforms.
Key Responsibilities
- Monitor online reviews, ratings, comments, and brand mentions across social media, search engines, forums, and review websites.
- Respond to customer reviews and queries in a timely, professional, and brand-aligned manner.
- Escalate customer complaints and critical issues to relevant internal teams for resolution.
- Track customer sentiment and identify emerging reputation trends.
- Maintain records of customer interactions, review responses, and issue resolutions.
- Assist in preparing daily, weekly, and monthly ORM reports.
- Support the execution of reputation management campaigns and initiatives.
- Monitor competitor reviews and online reputation activities.
- Ensure consistency in brand communication across all online platforms.
- Stay updated with digital trends, review platform policies, and customer engagement best practices.
Required Skills & Qualifications
- Bachelor’s degree in Marketing, Communications, Journalism, Public Relations, or a related field.
- 0–2 years of experience in ORM, Digital Marketing, Social Media Management, Customer Service, or a similar role.
- Strong written and verbal communication skills.
- Good understanding of social media platforms and online customer engagement.
- Ability to handle customer interactions with professionalism and empathy.
- Basic knowledge of digital marketing and online reputation management.
- Strong attention to detail and organizational skills.
- Proficiency in MS Office and Google Workspace.
- Preferred Skills
- Familiarity with ORM and social listening tools.
- Basic understanding of SEO and online review management.
- Experience handling customer-facing communication is a plus.