Senior Executive - ORM

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Role Overview

critical and high-priority customer escalations

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.