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Social Media - ORM Executive
EC-Council
Mumbai, QAT
Full Time
Entry
3 weeks ago
Online Reputation ManagementSocial Media MonitoringCustomer SupportFacebookTwitterInstagram
Free
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Online Reputation ManagementSocial Media MonitoringCustomer Support
About the Role
EC-Council is hiring a Social Media - ORM Executive to track brand mentions, respond to customer queries, and manage online reputation across social media and review platforms. The role requires 0-4 years of experience in ORM/customer support and strong knowledge of social media platforms.
Key Skills for This Role
Online Reputation ManagementSocial Media MonitoringCustomer SupportFacebookTwitterInstagram
Responsibilities
- Track and analyze brand mentions and customer feedback across social media, forums, review sites, and other online platforms
- Respond to customer queries/comments across all social media platforms within a TAT of 2 to 3 hours
- Address negative feedback constructively and escalate issues to the relevant teams when necessary
- Collaborate with content and social media teams to create responses for frequently asked questions or concerns
- Maintain a detailed log of interactions, including resolved queries and escalated issues
- Create weekly reports
- Monitor social space for brand and related topics and conversations
- Provide actionable insights to marketing and product teams to improve overall customer experience
- Identify and address potential reputation crises early, escalating critical issues to relevant stakeholders
Requirements
- Graduate with at least 0 4 years of experience in ORM/customer support
- Excellent written and spoken communication skills
- Strong knowledge of social media platforms: Facebook, Twitter, Instagram, LinkedIn, and YouTube
- Working knowledge of media monitoring tools like Meltwater, Brandwatch, etc.
Full Job Posting
Position Overview
- EC Council is the world’s largest cyber security technical certification body, operating in 145 countries.
- We are looking for a Social Media ORM Executive to join our team in Mumbai.
Key Responsibilities
- Track and analyze brand mentions and customer feedback across social media, forums, review sites, and other online platforms.
- Use ORM tools and analytics platforms to gather insights and report trends.
- Respond to customer queries/comments across all social media platforms within a TAT of 2 to 3 hours.
- Respond promptly and professionally to comments, reviews, and queries on platforms like Reddit, Quora, and Trustpilot with a TAT of 2 to 3 hours.
- Address negative feedback constructively and escalate issues to the relevant teams when necessary.
- Collaborate with the content and social media teams to create responses for frequently asked questions or concerns.
- Maintain a detailed log of interactions, including resolved queries and escalated issues.
- Create weekly reports.
- Stay updated on platform trends, user sentiment, and competitor activities.
- Monitor social space for brand and related topics and conversations.
- Provide actionable insights to the marketing and product teams to improve overall customer experience.
- Identify and address potential reputation crises early, escalating critical issues to relevant stakeholders.
Requirements
- Graduate with at least 0 4 year of experience in ORM/customer support.
- A pleasant disposition, excellent written and spoken communication skills, and high enthusiasm.
- Strong knowledge of the social media platforms: Facebook, Twitter, Instagram, LinkedIn, and YouTube.
- Working knowledge of media monitoring tools like Meltwater, Brandwatch, etc.
Key Metrics For Success
- Response Time (Adherence to the 2 3 hour TAT).
- Customer satisfaction ratings based on feedback responses.
- Reduction in negative sentiment or resolution of major online issues.
- Quality and frequency of actionable insights provided to marketing and product teams.
- Consistency in reporting and logging of interactions.
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