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.
