Senior ORM Executive

About the job

Key Responsibilities: Monitor and manage brand mentions across social media platforms, review sites, and customer feedback channels. Respond to customer queries, complaints, and escalations while maintaining brand tone and professionalism. Handle sensitive customer concerns and convert negative customer experiences into positive outcomes. Coordinate with internal teams such as Operations, Collections, Customer Support, Product, and Tech for issue resolution. Manage and track tickets through ORM tools such as Locobuzz. Identify recurring customer concerns and provide recommendations to improve customer experience. Manage customer interactions through emails, and outbound calls when required. Ensure adherence to defined TATs and escalation matrices. Mandatory Requirements: Minimum 3 years of ORM experience. Prior experience working with an NBFC, fintech, lending, or financial services company. Hands-on experience using Locobuzz. Strong understanding of social media reputation management and customer sentiment handling. Excellent written and verbal communication skills in English and Hindi. Strong ownership mindset with proactive follow-up skills. Comfortable handling customer communication through social media, emails, and calls. Ability to manage high-priority and sensitive escalations independently.

Who can apply

Only those candidates can apply who

1. have minimum 3 years of experience

Salary

Probation:

Duration:

Salary during probation: After probation:

Annual CTC: Competitive salary

Number of openings

1 Editor’s note

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.