Senior Executive

3 weeks ago

Kharagpur, 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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