Senior ORM Executive
FatakPay • Mumbai, Maharashtra • Posted June 26, 2026
About the Role
Key Responsibilities:
• Monitor and manage brand mentions across social media platforms, review sites, and customer feedback channels.
• Respond to customer queries, complaints, and escalations while maintaining brand tone and professionalism.
• Handle sensitive customer concerns and convert negative customer experiences into positive outcomes.
• Coordinate with internal teams such as Operations, Collections, Customer Support, Product, and Tech for issue resolution.
• Manage and track tickets through ORM tools such as Locobuzz.
• Identify recurring customer concerns and provide recommendations to improve customer experience.
• Manage customer interactions through emails, and outbound calls when required.
• Ensure adherence to defined TATs and escalation matrices.
Mandatory Requirements:
• Minimum 3 years of ORM experience.
• Prior experience working with an NBFC, fintech, lending, or fina...
• Monitor and manage brand mentions across social media platforms, review sites, and customer feedback channels.
• Respond to customer queries, complaints, and escalations while maintaining brand tone and professionalism.
• Handle sensitive customer concerns and convert negative customer experiences into positive outcomes.
• Coordinate with internal teams such as Operations, Collections, Customer Support, Product, and Tech for issue resolution.
• Manage and track tickets through ORM tools such as Locobuzz.
• Identify recurring customer concerns and provide recommendations to improve customer experience.
• Manage customer interactions through emails, and outbound calls when required.
• Ensure adherence to defined TATs and escalation matrices.
Mandatory Requirements:
• Minimum 3 years of ORM experience.
• Prior experience working with an NBFC, fintech, lending, or fina...