Job Description
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
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.
- ...
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