Senior Associate Job in Netscribes

We are looking for ambitious and motivated individuals with 3-4 years experience in social media and its role in brand building. The ideal candidate would be responsible for various tasks and activities designed to track and engage with brand specific social media conversations with the objective to build positive brand sentiment.

• Track and monitor brand specific conversations and mentions on social media.
• Understand and address the consumer queries effectively and actively on social media platforms.
• Identify the need to assign/forward the case to client team basis the sensitivity of the case.
• Establish the facts and gather details about the specific case by using the available tools, data and coordinating with different departments.
• Pacify the customers/social audience by giving proper resolution in line with policies and empowerment.
• Actively draft and publish communication for pro-active social care for customers.
• Flag off and report perceived threat on social media to the larger social group and stay prepared with media statement.
• Coordinate with different departments like Legal, PR, Digital, HR etc. when dealing with sensitive cases.
• Tag/Categorize the cases as per the respective departments/product teams.
• Share feedback with the respective departments/product teams wherever required.
• Build brand love and drive positive engagement on social media platforms.
• Manage social media conversation volumes with consistency and to manage their own quality of responses.
• Develop engaging, creative, innovative content/ideas for regularly scheduled posts, which enlighten audiences and promote brand-focused messages.
• Build various product-wise/service-wise reports based on data extracted from social listening tools on a regular basis.
• Identify key issues and pain points as actionables for client to improve the reputation of the brand.
• Ideate and suggest social media campaigns, activities and PR strategies to deal with crisis situations.
• Keep updated about industry news to introduce various new features, tools and developments for improvement of ORM processes.

• 3+ Years of working experience in social media, and preferably in ORM
• Knowledge of using Google search and its advanced search tools and Boolean operators
• Knowledge of social media and social media data how to use search functionality on different social media platforms, understanding of privacy settings and laws with respect to individual social media data, understanding of public (searchable) and private data on social media
• Designing data scraping and data processing methods and systems
• Strong written and verbal communication, ability to design engagement and interactions with customers in line with the brand s social identity
• Must have the ability to work independently with minimal supervision in an unstructured environment
• Ambitious, motivated individuals who can drive growth and client satisfaction by designing and delivering process-based solutions to client requirements