Deskripsi Pekerjaan
Join Staffvirtual as a Review Management Lead and become the guardian of our clients' digital reputation! This remote role requires a proactive expert with deep hands-on experience in Google Business Profile review disputes. You'll be responsible for monitoring, analyzing, and strategically responding to customer feedback across platforms, ensuring our clients maintain impeccable online visibility. The ideal candidate thrives in fast-paced environments where attention to detail and conflict resolution skills directly impact business growth. You'll collaborate with cross-functional teams to implement reputation management strategies, generate insightful analytics reports, and develop scalable processes for handling escalated review scenarios. If you're passionate about transforming negative experiences into opportunities for brand loyalty and have a proven track record of enhancing online trust, we want you on our team!
Tanggung Jawab
- Manage and resolve Google Business Profile review disputes with exceptional accuracy and professionalism
- Monitor and respond to customer reviews across multiple platforms within defined SLAs
- Develop data-driven strategies to improve overall online reputation scores
- Collaborate with marketing and customer service teams to address recurring feedback themes
- Generate comprehensive monthly reports on review trends, sentiment analysis, and performance metrics
- Implement scalable processes for handling escalated review scenarios and sensitive customer interactions
- Train team members on best practices for review management and dispute resolution
Kualifikasi
- Minimum 3 years of hands-on experience managing Google Business Profile review disputes
- Proven track record of improving online reputation scores for businesses
- Exceptional written communication skills with ability to craft empathetic yet professional responses
- Proficiency in review management tools (e.g., ReviewTrackers, Birdeye) and Google Business Profile dashboard
- Strong analytical skills to interpret review data and identify actionable insights
- Experience working in remote teams with demonstrated self-management capabilities
- Bachelor's degree in Marketing, Business Administration, or related field preferred
- Certification in Digital Marketing or Online Reputation Management a plus