Online Reputation Management Executive

AGL - Hakuhodo; Mohali; On-site; INR 320,000 - 520,000; Full time

Job summary

AGL - Hakuhodo in Mohali, Punjab, is seeking an Online Reputation Management Executive with 1-3 years of experience for an on-site role. The candidate will monitor, respond to, and manage brand mentions across digital channels to protect and enhance the company image.

The ideal candidate will handle customer feedback professionally, analyze sentiment, and coordinate with marketing and support teams to resolve issues while maintaining a consistent brand voice.

Qualifications

• Excellent written and verbal communication skills.
• Strong command of English; knowledge of Hindi/Punjabi is an added advantage.
• Good understanding of social media platforms and digital communication.
• Ability to handle negative feedback calmly and diplomatically.
• Strong problem-solving and interpersonal skills.
• Good attention to detail and ability to work under deadlines.
• Basic knowledge of social media analytics and reporting tools.
• Previous experience in ORM, social media management, customer engagement, or digital marketing will be preferred.

Responsibilities

• Monitor brand mentions, reviews, comments, and conversations across social media, Google, forums, and other digital platforms.
• Respond to customer queries, complaints, and negative feedback professionally and promptly.
• Identify potential reputation risks and elevate critical issues to the concerned team.
• Develop appropriate responses to negative comments while maintaining the brand's tone and credibility.
• Encourage and manage positive customer reviews and feedback.
• Track online sentiment and identify recurring customer concerns.
• Coordinate with social media, content, and customer support teams for issue resolution.
• Maintain daily/weekly ORM reports covering mentions, sentiment, complaints, and resolutions.
• Monitor competitors' online reputation and identify relevant trends and opportunities.
• Stay updated with social media trends, platform policies, and emerging reputation-management practices.

Skills

Communication skills

English proficiency

Hindi/Punjabi knowledge

Social media platforms

Negative feedback handling

Problem solving

Attention to detail

Analytics basics

ORM experience

Customer engagement

Job description

About This Job

AGL - Hakuhodo

Location: Mohali district, India, India

Work Mode: On-site

Industry: Advertising Services

Job Description

Location: Mohali, Punjab
Experience: 1-3 Years
Employment Type: Full-Time

We are looking for a proactive and communication-savvy Online Reputation Management Executive to monitor, manage, and improve the online reputation of our brands across digital platforms. The ideal candidate should be comfortable handling customer feedback, online conversations, reviews, and sensitive situations while maintaining a positive brand image.

Key Responsibilities

• Monitor brand mentions, reviews, comments, and conversations across social media, Google, forums, and other digital platforms.


• Respond to customer queries, complaints, and negative feedback professionally and promptly.


• Identify potential reputation risks and elevate critical issues to the concerned team.


• Develop appropriate responses to negative comments while maintaining the brand's tone and credibility.


• Encourage and manage positive customer reviews and feedback.


• Track online sentiment and identify recurring customer concerns.


• Coordinate with social media, content, and customer support teams for issue resolution.


• Maintain daily/weekly ORM reports covering mentions, sentiment, complaints, and resolutions.


• Monitor competitors' online reputation and identify relevant trends and opportunities.


• Stay updated with social media trends, platform policies, and emerging reputation-management practices.

Required Skills

• Excellent written and verbal communication skills.


• Strong command of English; knowledge of Hindi/Punjabi is an added advantage.


• Good understanding of social media platforms and digital communication.


• Ability to handle negative feedback calmly and diplomatically.


• Strong problem-solving and interpersonal skills.


• Good attention to detail and ability to work under deadlines.


• Basic knowledge of social media analytics and reporting tools.


• Previous experience in ORM, social media management, customer engagement, or digital marketing will be preferred.