redBus 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 Overview
We 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.
- Robust 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 Skills
ORM | Customer Support | Complaint Resolution | Escalation Management | Communication Skills | Conflict Management Voice support