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 current team members on escalation handling best practices.

Key Requirements Skill

Robust 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.

📌 Senior Executive Bengaluru
🏢 Swiggy
📍 Bengaluru