Location: Tapaswiji Arcade, 4th Floor, 186/2, Hosur Rd, near Silk Board, Central Silk Board Colony, 1st Stage, BTM 1st Stage, Bengaluru, Karnataka 560068

Work Mode: Work from Office (WFO)

Position Details  Role: Customer Care Executive (Chat / Email / Call)

 Qualification: Any Graduate

 Languages Required: Hindi, English (Regional languages are a plus)

 Weekly Off: Rotational Week Off  Salary Date: 10th – 15th of Every Month

Key Responsibilities

1. Social escalation handling - Monitor and respond to queries, complaints and escalations on Instagram, Facebook, X, LinkedIn, YouTube and public forums/review sites. - Triage cases by severity (viral posts, influencer/media mentions, legal or consumer-forum threats, repeat complainers) and escalate as per the matrix. - Move conversations from public to private (DM/email) and close within TAT. - Coordinate with Logistics, Refunds/Finance, Product, Tech and Marketing, and follow up until resolution.

2. Tool and process ownership (QuickMetrix) - Use QuickMetrix daily for listening, ticketing, tagging, assignment, response and reporting. - Tag every case accurately (issue type, sentiment, priority, platform). - Maintain SLA/TAT compliance and clear ticket notes for handovers,Coordinate with the Support functions. 3.



Reporting and improvement - Prepare daily, weekly and monthly reports on volumes, TAT, CSAT, sentiment, top complaint drivers and escalation aging. - Share root-cause insights to reduce repeat complaints. - Help keep FAQs, templates and escalation SOPs updated. Candidate Requirements  Graduate in any discipline (Mass Communication, Marketing or Business preferred)

 Experience: 1–3 years in social media customer care, ORM or community management, ideally in e-commerce, D2C or fashion

 - Platforms: Solid understanding of Instagram, Facebook, and X (comments, DMs, mentions, tagging, reporting, community guidelines)

 Communication: Excellent written English and Hindi (Hinglish comfort essential), with an empathetic, non-defensive tone

 Judgment: Ability to spot high-risk or viral escalations and act quickly under pressure

 Basics: Proficiency in MS Excel/Google Sheets for reporting and basic analysis

 Ownership: Follows through on cases without repeated reminders

 Availability: Willing to work rotational shifts, weekends and peak sale periods

Pay: ₹10,000.00 - ₹22,000.00 per month

Work Location: In person

📌 Social Media ORM Executive (Escalations) (Bengaluru)
🏢 Hirezy.ai
📍 Bengaluru