Senior Executive - ORM

Job Title : 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

Key Competencies

Skills Required

meltwater , hootsuite