Online Reputation Management (ORM)

Job Title: Online Reputation Management (ORM) Lead/Manager Location: Mumbai Experience: 6 years Key Responsibilities (ORM Voice of Customer Insights) ● Monitor and track Dealing’s brand mentions across social media, Google Reviews, app stores, forums, communities, and news platforms ● Respond to customer comments, DMs, complaints, and queries in a calm, professional, and brand-aligned tone ● Manage negative sentiment, misinformation, and rumor control through structured escalation and accurate communication ● Coordinate with Customer Support, Product, Compliance, Risk, and Marketing teams to ensure quick resolution and closure of issues ● Build and maintain response templates for common customer topics (account, KYC, deposits, withdrawals, pricing, features, market access) ● Extract customer insights from comments, reviews, DMs, tickets, and community conversations to identify recurring pain points, objections, feature requests, and trust gaps ● Share weekly “Voice of Customer” insig...