Walk-in | ORM : Online Reputation Management : 6.5 LPA : Grads : Apply Now

Outpace Consulting Services; Gurugram District, New Delhi; On-site; INR 300,000 - 600,000; Full time

Job summary

Outpace Consulting Services is seeking an ORM Executive to monitor and manage customer conversations about the brand across various online platforms. You will respond to queries and complaints professionally while protecting and improving the brand's online reputation.

The role involves identifying negative trends, escalating issues when needed, and coordinating with internal teams to ensure timely resolutions in line with SLA/TAT. A strong focus on CSAT and brand sentiment is essential.

Qualifications

• Experience in managing customer conversations on social platforms.
• Ability to respond professionally to queries and complaints.
• Knowledge of brand voice and escalation processes.

Responsibilities

• Monitor comments across platforms (Instagram, Facebook, X/Twitter, Google Reviews).
• Respond to customer concerns through social channels and DMs.
• Identify negative comments and provide first-level resolution.
• Escalate sensitive complaints to internal teams.
• Maintain a positive brand tone with customers.
• Track reputation risks and negative trends online.
• Coordinate with Customer Service, Operations and other teams for timely resolution.
• Document and follow up on customer cases.
• Adhere to response templates, guidelines and escalation matrix.
• Ensure issues are addressed within defined SLA/TAT.
• Support improvement of CSAT and overall brand sentiment.

Skills

Social media monitoring

Customer service

Communication skills

Brand reputation management

Job description

We are Looking Forward to Hire Candidates For ORM (Online Reputation Management)

Walkin @ Outpace Consulting, C-29, 1st Floor, Sec 2 Noida

Nearest Metro : Noida Sec 15 (Exit gate 3)

Landmark : Near Hotel Nirulas

Job Description

The ORM Executive will be responsible for monitoring and managing customer conversations about the brand across various online and social media platforms. The role involves responding to customer queries, complaints and feedback professionally while protecting and improving the brand's online reputation.

Key Responsibilities

• Monitor customer comments, queries, complaints and brand mentions across Instagram, Facebook, X/Twitter, Google Reviews and other digital platforms.
• Respond to customer concerns through social media, comments, DMs and other online channels.
• Identify negative comments or complaints and provide appropriate first-level resolution.
• Escalate sensitive, critical or high-impact complaints to the concerned internal team.
• Handle dissatisfied or irate customers professionally and maintain a positive brand tone.
• Track online conversations and identify potential reputation risks or negative trends.
• Coordinate with Customer Service, Operations and other teams for timely resolution.
• Maintain proper documentation and follow-up of customer cases.
• Follow defined response templates, brand guidelines, escalation matrix and communication standards.
• Ensure customer issues are addressed within defined SLA/TAT.
• Support improvement of CSAT and overall online brand sentiment