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 i...