Executive - ORM

Key Responsibilities

• Use specialised tools to generate search results for client brands.
• Maintain oversight with 100% audit of communications, monitoring, and listening, manually and using tools.
• Work with brand marketing and client teams to provide the right inputs to CEE teams for responses, product information, and product training. Work with HR teams for scheduling CEE teams for shift planning.
• Build clear reports and analysis on performance, competitive actions, and opportunities on a weekly and monthly basis, as per agreement.
• Understand and address consumer queries effectively and actively on social media platforms.
• Identify and escalate critical and sensitive cases that could lead to a crisis or impact brand goodwill.
• Actively draft and publish communication for pro-active social care for customers.
• Manage social media conversation volumes with consistency and manage their own quality of responses.
• Identify key issues and pain points as actionable insights for the client to improve brand reputation.
• Familiar with Reports, PPT, and Excel.

Required Qualifications

• 1-2 years of experience in ORM / Digital Response / Customer Service.
• Diploma / Graduate, Marketing and Communications, English.
• Patience and grace.
• Excellent personal time management skills and commitment. Project management skills a must.
• Solid understanding of the Meltwater tool for ORM.
• Good writing and communication skills.
• Ability to write responses that fit a brand's voice and meet the needs of the digital consumer, and guide CEE teams in their responses.