About redBusredBus is India's largest online bus ticketing platform and part of the GO-MMT group (Nasdaq: MMYT). With a presence across India, SEA, and LATAM, we are transforming intercity travel through technology and customer-centric innovation.
Role OverviewWe are looking for a customer-focused ORM Executive to manage social media interactions, resolve customer concerns, and ensure a seamless customer experience across digital platforms.
Key Responsibilities
Handle customer queries and complaints on social media platforms (Twitter, Facebook, etc.)
Provide timely and effective resolution and ensure closure of issues
Coordinate with internal teams and external vendors for quick resolution
Manage escalations and resolve conflicts between customers and partners
Maintain high standards of customer satisfaction and response quality
Track and follow up on open cases until final resolution
Key Requirements
2- 5 years of experience in Social Media Escalation Handling / ORM / Customer Support / Frontline response.
Experience in Voice/Non-Voice (BPO/Customer Support) processes preferred.
Solid problem-solving and conflict resolution skills
Ability to handle customer expectations and escalations effectively
Excellent written and verbal communication skills
Educational Qualification
Bachelor's Degree (Any discipline)
Key SkillsORM | Customer Support | Complaint Resolution | Escalation Management | Communication Skills | Conflict Management Voice support