Online Reputation Management

Job Title: Online Reputation Management (ORM) Specialist

Company: Dealing.com

Location: Mumbai

Experience: 6 - 7 years

Type: Full-time

Key Responsibilities (ORM + Voice of Customer Insights)

Monitor and track Dealings brand mentions across social media, Google Reviews, app

stores, forums, communities, and news platforms

Respond to customer comments, DMs, complaints, and queries in a calm, professional,

and brand-aligned tone

Manage negative sentiment, misinformation, and rumor control through structured

escalation and accurate communication

Coordinate with Customer Support, Product, Compliance, Risk, and Marketing teams to

ensure quick resolution and closure of issues

Build and maintain response templates for common customer topics (account, KYC,

deposits, withdrawals, pricing, features, market access)

Extract customer insights from comments, reviews, DMs, tickets, and community

conversations to identify recurring pain points, objections, feature requests, and trust

gaps

Share weekly Voice of Customer insights with internal teams, including top complaints,

confusion areas, sentiment drivers, and recommended fixes / messaging improvements

Prepare a weekly ORM report covering mention volume, sentiment trends, recurring

issues, escalations, and improvement recommendations

Flag early signals of churn triggers and reputation risks, and recommend proactive

communication to prevent escalation

Drive improvements in FAQs, onboarding flows, product messaging, and support SOPs

based on customer learnings

Support product launches and campaigns by ensuring fast, consistent, and high-quality

community responses

Should be able to use insights from the ORM to improve the communication, marketing

initiatives, social media / content

Required Skills

6-8 years of experience in ORM / Social Listening / Customer Communication /

Community Management

Strong written communication skills in English and should be able to create content for

ORM on own

Ability to respond under pressure with maturity and clarity (especially in BFSI/fintech

context)

Strong understanding of social platforms: Instagram, X (Twitter), LinkedIn, YouTube

comments, Reddit/Quora, Google Reviews

Familiarity with ORM tools like Sprinklr / Meltwater / Brandwatch / Talkwalker /

Locobuzz / Hootsuite

Ability to work with internal teams and close loops on customer issues

Good judgement on what to respond to vs what to escalate, should be able to anticipate

crisis at the right time

Should have experience of handling ORM Crisis in the past, BFSI / Global experience

will have advantage

Should be able to work in multi-country setup ORM with regional languages in different

countries.