Customer Experience Executive (Contractual Role)

About the Role

We are looking for enthusiastic and detail-oriented Customer Experience Executives to join our ORM Customer Service team. In this role, you will be responsible for managing customer interactions via email and social media platforms, ensuring timely resolution, and maintaining brand reputation. You will play a critical role in providing seamless service, handling escalations, and delivering excellent customer experience.

Key Responsibilities

• Respond to customer queries, complaints, and escalations received via emails and social media channels within defined SLAs.
• Ensure accurate, professional, and empathetic communication in every interaction.
• Track, escalate, and resolve critical issues in coordination with internal teams.
• Monitor real-time conversations on social platforms and act proactively on potential brand risks.
• Maintain daily productivity and quality targets while adhering to process guidelines.
• Provide insights and feedback on recurring issues to enhance processes.
• Update case records and ensure 100% compliance with system tools.
• Contribute to a positive team culture with ownership and accountability.

Required Skills Competencies

• Strong written communication skills in English (clear, professional, and empathetic).
• Basic understanding of email etiquette, social media platforms, and ORM workflows.
• Ability to handle high-volume interactions with accuracy and composure.
• Strong problem-solving skills and a customer-first mindset.
• Ability to work in shifts (9-hour shift window, 5 days/week).
• Prior experience in customer service / BPO / ORM preferred, but not mandatory (training will be provided).