Monitor and manage brand mentions, reviews, and feedback across Google, Facebook,
Instagram, Twitter, LinkedIn, and third-party platforms
Respond promptly and professionally to both positive and negative reviews/comments
Track sentiment and escalate potential crises or sensitive issues when necessary
Maintain and optimize Google My Business (GMB) and other business listing platforms
Collaborate with internal teams (customer service, content, social media) for resolution
of queries or concerns
Dislike/downvote negative reviews/comments when appropriate and ethically acceptable
Conduct daily social listening to track brand sentiment, competitor mentions, and emerging trends
Compile and present weekly/monthly reports with actionable insights and sentiment analysis
Participate in strategies to increase positive mentions and online visibility
Contribute to crisis communication plans and manage real-time reputational risks
Requirements
2-3 years of experience in ORM, Social Media Management, or a related role
Strong written communication skills with a qualified and empathetic tone
Hands-on knowledge of social media platforms, GMB, review portals, and response
management tools
Attention to detail and ability to manage multiple online conversations
Comfortable working under pressure and managing sensitive issues tactfully
Basic understanding of digital marketing, branding, and customer engagement principles
Experience with social listening tools is a plus (e.g., Hootsuite, Brandwatch, Sprout Social)
Skills: social listening,escalation resolution,online reputation management