Online Reputation Management (ORM) - CS

Mosaic Wellness is building digital first, health brands for elective health concerns. Man Matters, is a digital elective health platform for men, helping 2.5M+ men every year diagnose and solve for their hair loss, beard growth, fitness and nutrition concerns by offering personalized treatment plans and access to expert doctors and health coaches. Be Bodywise, is an online women's elective health platform, serving 4M+ women every year by providing personalized solutions and doctor consults across concerns for hair health, body care, Sleep and nutrition. Little Joys, is an online health platform for kids, helping 2M+ parents every year solve for their child's physical, mental and emotional development by offering age-appropriate solutions for nutrition, immunity, brain health, bone health with access to expert doctors and nutritionists. We are seeking a proactive and strategic Online Reputation Management Executive to oversee and enhance our brand's digital presence. The ideal candidate will monitor online mentions, manage reviews, and implement reputation-building strategies across multiple platforms. Key Responsibilities: Monitor brand mentions across social media, forums, blogs, and review sites. Respond to customer feedback and reviews in a timely and professional manner. Develop and execute strategies to promote positive content and suppress negative publicity. Collaborate with PR, marketing, and customer service teams to align messaging. Analyze sentiment trends and prepare regular reports on brand reputation. Handle crisis communication and mitigate reputational risks. Optimize search engine results to highlight favorable content. Role of a CHE Social Media/Chat/Voice is to answer queries received via chat, call and social media platforms from our B2C/B2B customers and assist them with queries pertaining to our MM/BB/LJ products. Core Responsibilities: Receive inbound SM tickets/chat/call/email queries for MM/BB/LJ pre & post booking from the customers. Respond to and resolve for customer service issues with the highest quality and as per the metrics put in place. Build trust and rapport with customers with a human touch, by going beyond the scripted responses. Communicate clearly and have an engaging conversation with customers through replies to promote positive interactions. Document all SM tickets/chats/calls/emails with regards to customer queries/complaints accurately using CRM and our Proprietary tool. Follow up (SM Tickets, Chat, Call and Email) with customers in case of pending / escalated issues. Deliver Outstanding Customer Experience to every customer who has reached us for support. Provide process improvement feedback to team leaders and managers, so that we can do the best for the customer. Productivity - Number of SM tickets, chats handled, resolution time, first response time. Quality - CSAT, Quality score. Self-Management Responsibilities: Maintain a decent and agreeable SM /Chat/Voice Handling duration with 100% compliance to documentation. Ensure Positive Outcome with every Interaction. Comprehend the query patiently to avoid repeat contacts. Rostered for 9 hours, expected to be online 8 hours; 6 days a week, with one rotational week off. Maintain integrity and hygiene with all customer and internal interactions.

Bachelor's degree in marketing, Communications, or related field. Proven experience in online reputation management or digital marketing. Strong understanding of SEO, social media, and content strategy. Familiarity with ORM tools like Brand watch, Reputation.com, or Google Alerts. Graduate / Diploma (10 + 2 + 3 / 10 + 3) / Undergraduate (10 + 2) with Written and Spoken English & Hindi. Typing Speed 30 WPM with 85% Accuracy. Minimum 3-6 months experience in a social media & Inbound Customer Service environment. Preference to have spent at least 3-6 months answering voice/chats/emails for Customer service process.