Online Reputation Management

2 weeks ago

Gurgaon, Haryana, India Secure Connection Ltd. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Location:
Gurgaon

Company:
Secure Connection

About Us

Secure Connection is the official licensee of Honeywell in 86 countries across South East Asia, Middle East Asia, and South Asia. We design, manufacture, market, and distribute a wide range of consumer technology products — from
audio solutions
and
air purifiers
to
charging essentials
and
IT accessories
— across D2C, e-commerce, and offline retail channels.

Role Overview

We are seeking a proactive
ORM Specialist
to be the
first point of contact (POC) for D2C customers
. This role is at the heart of our customer experience — managing conversations across platforms, resolving concerns quickly, and ensuring our brand reputation remains positive and trusted.

Key Responsibilities

  • Act as the
    primary customer-first POC
    for all D2C orders, handling queries, complaints, returns, and escalations.
  • Monitor, track, and respond to customer reviews, ratings, and feedback across marketplaces, social media, and
  • Build and maintain a positive brand image by
    timely and empathetic responses
    .
  • Collaborate with operations, logistics, and product teams to ensure smooth resolutions for customer issues.
  • Flag recurring customer concerns and share insights with internal teams to drive product/service improvements.
  • Maintain response SLAs and ensure high CSAT (Customer Satisfaction Score).
  • Prepare weekly reports on customer sentiment, recurring pain points, and competitor ORM benchmarks.

Desired Skills & Qualifications

  • Graduate with
    0-2 years of experience
    in Online Reputation Management, Customer Support, or Social Media Response Handling.
  • Strong communication skills (written and verbal).
  • Ability to handle difficult conversations with empathy and professionalism.

What We Offer

  • Opportunity to be part of a
    fast-growing consumer tech business
    with global brand equity.
  • Exposure to
    cross-functional teams
    across marketing, operations, and product.
  • A culture of innovation, customer-first focus, and ownership.

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