Walk-in | Sr Associate : ORM : 6.5 LPA : Online Reputation Management : Apply

Outpace Consulting Services; Gurugram District; On-site; INR 180,000 - 260,000; Full time

Job summary

Outpace Consulting Services is seeking an ORM Executive to monitor and manage customer conversations about the brand across online and social media platforms. You will respond to queries and feedback while protecting and improving the company’s online reputation.

The role involves handling comments on Instagram, Facebook, X/Twitter, review sites, and other digital channels. It emphasizes professional communication, escalation procedures, and adherence to brand guidelines.

Responsibilities

• Monitor customer comments, queries, complaints and brand mentions across social platforms such as Instagram, Facebook, X/Twitter, Google Reviews and more.
• Respond to customer concerns through social media, comments, DMs and other online channels.
• Identify negative comments or complaints and provide first-level resolution.
• Escalate sensitive or high-impact complaints to the appropriate internal teams.
• Handle dissatisfied 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 documentation and follow-up of customer cases.
• Follow defined response templates, brand guidelines, escalation matrix and communication standards.
• Ensure issues are addressed within defined SLA/TAT.
• Support improvement of CSAT and overall online brand sentiment.

Job description

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

Shubhalaxmi 8125023890

Shweta 9053261602

Shifa 8467994058

Atba 9250007140

Diana 9552909938

Jenifer 9789894884

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