Senior Executive - ORM

Senior Executive – ORM (Social Media Escalations)

Location: [Bangalore]

Department: [ORM]

Role Overview :

The Senior Executive – ORM will be responsible for managing critical and
high-priority customer escalations received via social media channels. The role
requires prompt, empathetic, and resolution-focused responses to safeguard
brand reputation, ensure customer satisfaction, and provide actionable feedback
to internal stakeholders.

Key Responsibilities

* Monitor and respond to escalations on all social media platforms (Facebook,
Twitter/X, Instagram, etc.) in real-time.
* Handle high-impact and sensitive cases with accuracy, discretion, and
professionalism.
* Coordinate with internal teams (Operations, Product, Legal, etc.) to ensure
quick resolution of escalations.
* Maintain First Response Time (FRT) and resolution SLAs for the ORM queue.
* Prepare and share daily/weekly escalation reports highlighting trends, root
causes, and preventive measures.
* Provide feedback loops to improve service delivery and reduce repeat
escalations.
* Support training and mentoring of new team members on escalation handling
best practices.

Key Requirements Skill :

* Strong written communication with a customer-first mindset.
* Excellent problem-solving and decision-making skills under pressure.
* Ability to handle sensitive issues with tact and professionalism.
* Proficiency with ORM/social listening tools (e.g., Sprinklr, Hootsuite,
Meltwater).
* Work Hours: Willingness to work in shifts, including weekends/public
holidays if required.

Key Competencies

* Empathy and active listening.
* Stakeholder management.
* Time management and prioritization.
* Analytical thinking and attention to detail.

Employment Type: full_time

Experience: 2-4 years