NetCom Learning - Associate - Online Reputation Management (0-2 yrs)

Company Overview:

NetCom Learning is a premier provider of IT and business skills training, serving individuals and organizations worldwide. We offer a comprehensive range of training solutions tailored to meet the evolving needs of professionals and businesses in today's rapidly changing technology landscape.

About the Role:

The Online Reputation Management - Associate (ORM) is responsible for monitoring, managing, and enhancing the brand's online presence, addressing customer feedback, and fostering positive sentiment across digital platforms.

Key Responsibilities :

- Continuously monitor brand mentions, reviews, and conversations across social media platforms, forums, blogs, and review sites.

- Use ORM tools such as Google Alerts, Hootsuite, Sprout Social, or similar platforms to track online sentiment.

- Respond promptly and professionally to customer reviews, queries, and concerns across all digital channels.

- Address negative feedback in a constructive and empathetic manner, providing appropriate resolutions.

- Escalate critical issues to the relevant internal teams for quick resolution.

- Engage with the online community to build a positive brand presence and foster customer loyalty.

- Proactively share positive feedback and success stories across channels to amplify brand advocacy.

- Analyze online sentiment, feedback trends, and engagement metrics to provide actionable insights.

- Prepare weekly and monthly ORM reports, summarizing key highlights, sentiment trends, and improvement areas.

- Collaborate with marketing and content teams to address recurring issues and improve customer perception.

- Develop and implement proactive ORM strategies to enhance the brand's online reputation.

Qualifications:

- Bachelor's degree in marketing, Communications, or a related field.

- 0.6 - 2 year of experience in online reputation management, customer support, or a related role.

- Strong understanding of social media platforms, review sites, and ORM tools.

- Customer-centric approach with the ability to handle sensitive situations tactfully.

- Basic analytical skills to interpret sentiment data and identify trends.

- Familiarity with ORM tools like Brand24, Mention, or Social Mention.

- Experience in handling ORM for e-learning, ed-tech, or similar industries is a plus.

Why Join NetCom Learning:

- Opportunity to work with industry-leading experts and cutting-edge technologies.

- Collaborative and inclusive work culture.

- Ongoing professional development and growth opportunities.

If you are passionate about designing innovative learning experiences and making a positive impact in the lives of learners, we want to hear from you! Apply now to join our team at NetCom Learning.