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.