Online Reputation Management Executive
- Swiggy
- 1 - 4 years
- Bengaluru
- 3 months ago
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Job Description
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. 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.
Job Classification
Industry: Advertising & Marketing (Digital Marketing)Functional Area / Department: ConsultingRole Category: Other ConsultingRole: Social Media ConsultantEmployement Type: Full timeContact Details:
Company: SwiggyLocation(s): Bengaluru
Keyskills: ORM Online Reputation Management Handling Customer Queries Social Media Escalations Query Resolution Reputation Management
Swiggy
Swiggy is Indias leading on-demand delivery platform with a tech-first approach to logistics and a solution-first approach to consumer demands. With a presence in 500 cities across India, partnerships with hundreds of thousands of restaurants, an employee base of over 5000, a 2 lakh+ strong independ...
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