Social Media - ORM Executive
Position: Social Media - ORM Executive
Location: Mumbai
Job ID: R - 8061
EC-Council is the world’s largest cyber security technical certification body. We operate in 145 countries globally and we are the owner and developer of various world-famous cyber security programs. We are proud to have trained and certified over 400,000 information security professionals globally that have influenced the cyber security mindset of countless organizations worldwide.
www.eccouncil.org
Key Responsibilities
0-5 years
Education
UG: Any Graduate
PG: Any Postgraduate/ Post-Graduation Not Required
About Our Culture
EC-Council is driven by a mission to strengthen global cybersecurity capability and advance the profession of ethical hacking and information security. Our teams operate across regions and cultures, united by integrity, professionalism, and a commitment to meaningful impact. Continuous learning and accountability are encouraged, empowering individuals to take ownership of their contributions. Respect, trust, and ethical conduct guide how we work with colleagues, partners, and the global cybersecurity community.
Additional Information
EC-Council is an equal opportunity workplace and an affirmative action employer. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We do not discriminate based on these or any other characteristics protected by applicable laws or regulations in the locations where we operate.
EC-Council is dedicated to working with and providing reasonable accommodations to individuals with disabilities. If you have a medical condition or disability that limits your ability to complete any part of the application process and require reasonable accommodation, please contact us at [email protected] and let us know how we can assist.
To be eligible for this position, candidates must be able to provide proof that they are either a citizen of the country or have legal authorization to work in the country where the position is posted and are currently residing there. EC-Council does not offer employment to ineligible candidates and reserves the right to revoke employment in case the candidate loses the authorization to work.
If, as part of the recruitment process, you are required to complete or submit any form of work, project, case study, or assignment, please note that such material will be considered the exclusive property of EC-Council. By submitting such work, you acknowledge that EC-Council retains all rights, title, and interest in the submitted content, including any intellectual property contained therein.
Candidates further waive any intellectual property or moral rights in such submissions, confirm that the work is original and free of third-party infringement, and acknowledge that it is provided solely for evaluation purposes, with no ownership or other rights retained.
Our Privacy Policy outlines how we collect, use, store, and protect your personal data during the recruitment process. This may include information such as your name, contact details, employment history, qualifications, and any other details you provide as part of your application. All data is handled in compliance with applicable data protection and privacy regulations.
Please review our policy here: EC-Council Privacy Policy- User & company | Data Protection
Submission of your application will be considered as your acceptance of the terms stated above.
Location: Mumbai
Job ID: R - 8061
EC-Council is the world’s largest cyber security technical certification body. We operate in 145 countries globally and we are the owner and developer of various world-famous cyber security programs. We are proud to have trained and certified over 400,000 information security professionals globally that have influenced the cyber security mindset of countless organizations worldwide.
www.eccouncil.org
Key Responsibilities
- Track and analyze brand mentions and customer feedback across social media, forums, review sites, and other online platforms.
- Use ORM tools and analytics platforms to gather insights and report trends.
- Respond to customer queries/comments across all social media platforms within a TAT of 2 to 3 hours
- Respond promptly and professionally to comments, reviews, and queries on platforms like Reddit, Quora, and Trustpilot with a TAT of 2 to 3 hours.
- Address negative feedback constructively and escalate issues to the relevant teams when necessary.
- Collaborate with the content and social media teams to create responses for frequently asked questions or concerns.
- Maintain a detailed log of interactions, including resolved queries and escalated issues.
- Create weekly reports
- Stay updated on platform trends, user sentiment, and competitor activities.
- Monitor social space for brand and related topics and conversations
- Provide actionable insights to the marketing and product teams to improve overall customer experience.
- Identify and address potential reputation crises early, escalating critical issues to relevant stakeholders.
- Graduate with at least 0-4 year of experience in ORM/customer support.
- A pleasant disposition, excellent written and spoken communication skills, and high enthusiasm.
- Strong knowledge of the social media platforms: Facebook, Twitter, Instagram, LinkedIn, and YouTube.
- Working knowledge of media monitoring tools like Meltwater, Brandwatch, etc.
- Response Time (Adherence to the 2-3 hour TAT).
- Customer satisfaction ratings based on feedback responses.
- Reduction in negative sentiment or resolution of major online issues.
- Quality and frequency of actionable insights provided to marketing and product teams.
- Consistency in reporting and logging of interactions.
0-5 years
Education
UG: Any Graduate
PG: Any Postgraduate/ Post-Graduation Not Required
About Our Culture
EC-Council is driven by a mission to strengthen global cybersecurity capability and advance the profession of ethical hacking and information security. Our teams operate across regions and cultures, united by integrity, professionalism, and a commitment to meaningful impact. Continuous learning and accountability are encouraged, empowering individuals to take ownership of their contributions. Respect, trust, and ethical conduct guide how we work with colleagues, partners, and the global cybersecurity community.
Additional Information
EC-Council is an equal opportunity workplace and an affirmative action employer. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We do not discriminate based on these or any other characteristics protected by applicable laws or regulations in the locations where we operate.
EC-Council is dedicated to working with and providing reasonable accommodations to individuals with disabilities. If you have a medical condition or disability that limits your ability to complete any part of the application process and require reasonable accommodation, please contact us at [email protected] and let us know how we can assist.
To be eligible for this position, candidates must be able to provide proof that they are either a citizen of the country or have legal authorization to work in the country where the position is posted and are currently residing there. EC-Council does not offer employment to ineligible candidates and reserves the right to revoke employment in case the candidate loses the authorization to work.
If, as part of the recruitment process, you are required to complete or submit any form of work, project, case study, or assignment, please note that such material will be considered the exclusive property of EC-Council. By submitting such work, you acknowledge that EC-Council retains all rights, title, and interest in the submitted content, including any intellectual property contained therein.
Candidates further waive any intellectual property or moral rights in such submissions, confirm that the work is original and free of third-party infringement, and acknowledge that it is provided solely for evaluation purposes, with no ownership or other rights retained.
Our Privacy Policy outlines how we collect, use, store, and protect your personal data during the recruitment process. This may include information such as your name, contact details, employment history, qualifications, and any other details you provide as part of your application. All data is handled in compliance with applicable data protection and privacy regulations.
Please review our policy here: EC-Council Privacy Policy- User & company | Data Protection
Submission of your application will be considered as your acceptance of the terms stated above.
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