Online Reputation Management Executive

About redBus

redBus is India's largest online bus ticketing platform and part of the GO-MMT group (Nasdaq: MMYT). With a presence across India, SEA, and LATAM, we are transforming intercity travel through technology and customer-centric innovation.

Role Overview

We are looking for a customer-focused ORM Executive to manage social media interactions, resolve customer concerns, and ensure a seamless customer experience across digital platforms.

Key Responsibilities

• Handle customer queries and complaints on social media platforms (Twitter, Facebook, etc.)
• Provide timely and effective resolution and ensure closure of issues
• Coordinate with internal teams and external vendors for quick resolution
• Manage escalations and resolve conflicts between customers and partners
• Maintain high standards of customer satisfaction and response quality
• Track and follow up on open cases until final resolution

Key Requirements

• 2- 5 years of experience in Social Media Escalation Handling / ORM / Customer Support / Frontline response.
• Experience in Voice/Non-Voice (BPO/Customer Support) processes preferred.
• Strong problem-solving and conflict resolution skills
• Ability to handle customer expectations and escalations effectively
• Excellent written and verbal communication skills

Educational Qualification

• Bachelor's Degree (Any discipline)

Key Skills

ORM | Customer Support | Complaint Resolution | Escalation Management | Communication Skills | Conflict Management Voice support