Senior Executive

2 weeks ago

Bengaluru, India Swiggy Full time

Job Title: 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 new team members on escalation handling best practices. Key Requirements * Skills: * Strong 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.

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