
Role Objective
As an ORM Executive, you will be the "digital guardian" of our brand. You will monitor, manage, and improve our brand’s perception across social media, review sites, and search engines. Your goal is to foster positive customer sentiment while swiftly mitigating negative narratives and potential crises.
Key Responsibilities
Active Monitoring: Track brand mentions, reviews, and discussions across social media (Instagram, X, LinkedIn, Reddit), Google My Business (GMB), and industry-specific forums.
Response Management: Draft and post professional, empathetic, and on-brand responses to both positive and negative customer feedback within defined Turnaround Times (TAT).
Crisis Mitigation: Identify high-risk comments or trending negative topics and escalate them to the PR/Marketing leads for immediate action.
Sentiment Analysis: Categorize online mentions (Positive, Neutral, Negative) and provide weekly reports on sentiment trends and recurring customer pain points.
Required Skills & Qualifications
Experience: Minimum 1 year of dedicated experience in ORM or Digital Customer Support.
Communication: Exceptional written English with the ability to adapt tone (from professional to witty) based on the situation.
Soft Skills: A "thick skin" for handling online trolls/hatred and a solution-oriented mindset.
Tech Savvy: Basic understanding of SEO (to understand how reviews impact search rankings).

About Famepilot Internet Private Limited
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Mediclaim policy for you + parents + spouse + kids
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