Online Reputation Management Executive

Senior Executive ORM -

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.

Key Requirements

Skills:

Strong written communication with a customer-first mindset.

Key Competencies