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MakeMyTrip

Posted 4 Oct 2026

Senior Executive - ORM

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Team
ORM
Posted
4 Oct 2026

About the role

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

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