Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Jobs

Interviews

Home
>
Jobs in hyderabad
>
Swiggy
>
Senior Executive - ORM

Senior Executive - ORM

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Swiggy

2 - 4 years

4 - 6 Lacs

hyderabad ahmedabad bengaluru

Posted:12 hours ago| Platform:

Apply

Skills Required

service delivery training senior executive time management customer satisfaction analytical social media legal stakeholder management slas

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

More Jobs at Swiggy

Inward Executive

Pune

1 - 3 yrs

INR 2 - 2 Lacs

Dark Store Manager ( Senior Executive - RBP )

Pune

2 - 6 yrs

INR 4 - 6 Lacs

Executive - Events & Partnership

Mumbai

1 - 3 yrs

INR 1 - 5 Lacs

Account Manager

Bengaluru

1 - 3 yrs

INR 50 - 90 Lacs

Gourmet Partnership Manager

Gurgaon

3 - 6 yrs

INR 6 - 9 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

Swiggy

Food Delivery / E-commerce

Bangalore

Before You Leave... Find Your Perfect Job!

Login to

Please Verify Your Phone or Email

Confirm Action

Contact Us

Search

Profile

Upskill and Grow with AI

Personal Settings

Senior Executive - ORM

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Job Title:

Location:

Department:

Role Overview

critical and high-priority customer escalations

Key Responsibilities

Monitor and respond

high-impact and sensitive cases

quick resolution

First Response Time (FRT)

daily/weekly escalation reports

feedback loops

Key Requirements

Skills:

Work Hours:

Key Competencies

More Jobs at Swiggy