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About the Role

We are looking for a proactive and customer-focused Social Media Escalation & ORM Executive who will be responsible for managing customer escalations and brand reputation across social media, app stores, review platforms, and other digital channels.

The person will act as a key point of contact for high-priority customer complaints and escalations, ensuring timely responses, effective resolution, and a positive customer experience while protecting the brands online reputation.

Key Responsibilities

1. Social Media Escalation Management

- Monitor and manage customer complaints and escalations across Instagram, Facebook, LinkedIn,

YouTube, X/Twitter, Google Reviews, Google Play Store, Apple App Store, WhatsApp, and other relevant digital platforms.
- Identify high-priority, sensitive, or potentially reputationally damaging complaints.
- Respond to escalated customers professionally and empathetically.
- Take ownership of complaints until resolution rather than simply redirecting customers to another

channel.
- Handle negative comments, reviews, public complaints, and recurring customer concerns.
- Move sensitive conversations from public platforms to appropriate private channels wherever required.

1. Online Reputation Management (ORM)

- Monitor the brands online reputation across multiple platforms.
- Track negative reviews, comments, mentions, tags, and customer conversations.
- Identify emerging issues and potential reputation risks.
- Use ORM/social listening tools to track brand mentions, sentiment, trends, and escalation volume.
- Maintain an escalation tracker and ensure all critical cases are followed through to closure.
- Identify recurring complaints and highlight them to relevant internal teams.

1. Cross-Functional Coordination

- Coordinate with Customer Support, Logistics, Quality, Packaging, Operations, Product, Marketing, and

other relevant teams for resolution.
- Follow up internally on pending escalations and ensure agreed TATs are met.
- Escalate critical cases to management whenever required.
- Share customer feedback and recurring issues with respective stakeholders.




- Work closely with the CX team to ensure consistency in customer communication.

1. Customer Communication

- Draft clear, professional, empathetic, and brand-aligned responses.
- Handle customers who are highly dissatisfied or repeatedly escalating the same concern.
- Maintain a calm and solution-oriented approach during difficult conversations.
- Ensure responses are factually correct and aligned with company policies.
- Avoid unnecessary arguments or defensive communication with customers.
- Identify opportunities to recover customer trust and improve the overall experience.

1. Reporting & Analytics

- Prepare daily, weekly, and monthly reports on social media escalations, negative reviews, platform-wise

complaints, resolution TAT, escalation volume, recurring complaint categories, sentiment trends, and customer recovery cases.
- Track and report platform-wise performance.
- Identify major reasons for negative sentiment and provide actionable insights.
- Maintain an escalation dashboard for management review.
- Highlight critical cases and trends during CX/management reviews.

1. Process Improvement

- Identify gaps in the existing escalation-handling process.
- Recommend improvements in customer communication and escalation workflows.
- Create and maintain SOPs for social media escalation management.
- Work with the CX team to define escalation categories, priorities, TATs, and resolution processes.
- Support the team in improving public-facing customer communication.

Required Skills
- Excellent written and verbal communication skills.
- Robust command of English; Hindi/Hinglish communication is an added advantage.
- Strong customer handling and conflict-resolution skills.
- Good understanding of social media platforms and their communication formats.
- Experience in handling public complaints and escalations.




- Understanding of Online Reputation Management (ORM) and social listening.
- Ability to analyse customer sentiment and identify potential reputation risks.
- Robust follow-up and ownership skills.
- Good coordination and stakeholder-management skills.
- Ability to work under pressure and manage multiple escalations simultaneously.
- Strong attention to detail.
- Good analytical and reporting skills.
- Proficiency in Excel/Google Sheets and reporting dashboards.

ORM / Technology Skills The candidate should have hands-on experience with or be comfortable working with ORM, social listening, and customer experience platforms such as:
- Sprinklr
- Brandwatch
- Meltwater
- Hootsuite
- Sprout Social
- Talkwalker
- Zoho Social
- Freshworks / Freshdesk / Freshchat
- Meta Business Suite
- Google Business Profile
- App Store Connect / Google Play Console

Experience with any equivalent ORM or social listening platform will also be considered.

Preferred Experience

- D2C
- E-commerce
- FMCG
- Food & Beverage
- Consumer Brands
- Retail
- Consumer Internet
- Customer Experience / Customer Support

Experience handling high-volume social media complaints, Google reviews, app-store reviews, and public escalations will be an added advantage.

Key Performance Indicators (KPIs)

- Social media escalation response TAT
- Escalation resolution TAT
- Percentage of escalations resolved within defined SLA
- Negative review resolution rate
- Customer recovery / resolution success rate
- Reduction in repeat escalations
- Escalation backlog
- Quality and accuracy of responses
- Internal follow-up and closure efficiency
- Sentiment improvement
- Quality of ORM reporting and insights

Ideal Candidate We are looking for someone who is highly proactive, customer-centric, calm under pressure, and strong in written communication.

The ideal candidate should not only respond to complaints but should be able to understand the root cause,coordinate with the right team, drive resolution, and protect the brands reputation throughout the customer journey.

The candidate should have a strong sense of ownership and be comfortable taking responsibility for escalated cases until closure.

📌 Social Media Escalation and ORM Executive (Gurugram)
🏢 Anveshan
📍 Gurugram