HGS is a world leader in Customer Relationship and Business Process Management. Our operational excellence, combined with functional expertise, has made us the - Preferred Partner- for most of our clients.

HGS has a global footprint with 68 delivery centres in India, US, Canada, Jamaica, Mauritius, Philippines, Germany, Italy, Netherlands, France and UK. With our targeted solutions, designed for the diversified sourcing and servicing needs of our clients, we live by our mission of making our clients more competitive. The Contact Centre & Back Office Services Division houses multiple international voice centres & back office processing units for leading Insurance, Telecommunications, Pharmaceuticals, Life Sciences, Banking & Financial Services, Consumer Electronics / Products, Technology, Automotive, Government, Media & Entertainment, Energy & Utilities and Transportation & Logistics companies.

With an inspired global team of over 45,000+ people, we partner with our clients to deliver outsourced contact centre and back office solutions that improve business processes and strengthen customer relationships. For more details please visit us at http://www.teamhgs.com.

Location: Bangalore

Designation : Online Reputation Management (ORM) - Executive

Position overview:

The Online Reputation Management executive should be a quick-witted, highly organized individual who can think on their toes and communicate effectively. You will be working with a budding team of digital marketers and social media specialists to build/manage our brand presence across all digital platforms.

In addition to monitoring the web for new occurrences of the HGS brand name in real-time, you will also come up with a plan to clean up search engine results, encourage engagement and reach out to unsatisfied reviewers. You will need to know your way around the web, understand search engine behaviour and have the personality and social skills to represent the company in a professional manner.

Responsibilities include, but are not limited to:

- Real-time tracking of mentions across the web

- Respond to reviews, queries and complaints across all digital platforms, including social media channels, employer review sites, blogs/forums, consumer complaint sites, etc

- Understand the consumer and draft personalized responses, in an empathetic manner

- Be organized, manage work efficiently, generate ideas and strategies in collaboration with the team

- Maintain daily and monthly reports to understand brand reputation and devise strategies to address problem areas

- Present findings on a regular basis to the team and upper management

- Educate internal stakeholders and employees on brand reputation

Requirements

- Should be a Graduate (any stream) with a passion for writing. A degree/ Post Graduate / Diploma in Mass Communication / PR / Journalism / Marketing will be preferred, but not necessary

- 1-3 years of proven working experience in online reputation management and working with social media analytics/social listening tools will be highly preferred

- Exceptional verbal and written communication skills. Should come across as pleasant, positive and polite in online communications

- Strong grammatical prowess, impeccable spelling and keen attention to detail are non-negotiable

- A ninja at using search engines for research. Should have the ability to collect and analyze data volumes to derive the right insights, and strategize effectively

- Good presentation skills, and the ability to talk to upper management with confidence

- Excellent time management, multi-tasking and conflict resolution skills

- An understanding of the social web, including blogs, forums, social networks, microblogs, photo/video sharing, ratings and reviews, RSS etc

- Proactive, enthusiastic team player and a quick learner

Good to have

- Working knowledge of web analytics and SEO

- Natural curiosity and interest to keep up with all the internet marketing and social media trends

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