2,812 Crisis Communication jobs in India

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.

Who We Are:

Mosaic Wellness is building digital first, health brands for elective health concerns.

Man Matters, is a digital elective health platform for men, helping 2.5M+ men every year diagnose and solve for their hair loss, beard growth, fitness and nutrition concerns by offering personalized treatment plans and access to expert doctors and health coaches.

Be Bodywise, is an online women's elective health platform, serving 4M+ women every year by providing personalized solutions and doctor consults across concerns for hair health, body care, Sleep and nutrition.

Little Joys, is an online health platform for kids, helping 2M+ parents every year solve for their child's physical, mental and emotional development by offering age-appropriate solutions for nutrition, immunity, brain health, bone health with access to expert doctors and nutritionists.

More About the Role:

Role of a CHE Social Media/Chat/Voice is to answer queries received via chat, call and social media platforms from our B2C/B2B customers and assist them with queries pertaining to our MM/BB/LJ products.

Core Responsibilities:

• Receive inbound SM tickets/chat/call/email queries for MM/BB/LJ pre & post booking from the customers.
• Respond to and resolve for customer service issues with the highest quality and as per the metrics put in place.
• Build trust and rapport with customers with a human touch, by going beyond the scripted responses.
• Communicate clearly and have an engaging conversation with customers through replies to promote positive interactions.
• Document all SM tickets/chats/calls/emails with regards to customer queries/complaints accurately using CRM and our Proprietary tool.
• Follow up (SM Tickets, Chat, Call and Email) with customers in case of pending / escalated issues.
• Deliver Outstanding Customer Experience to every customer who has reached us for support.
• Provide process improvement feedback to team leaders and managers, so that we can do the best for the customer.
• Productivity - Number of SM tickets, chats handled, resolution time, first response time.
• Quality - CSAT, Quality score.

Self-Management Responsibilities:

• Maintain a decent and agreeable SM /Chat/Voice Handling duration with 100% compliance to documentation.
• Ensure Positive Outcome with every Interaction.
• Comprehend the query patiently to avoid repeat contacts.
• Rostered for 9 hours, expected to be online 8 hours; 6 days a week, with one rotational week off.
• Maintain integrity and hygiene with all customer and internal interactions.

Qualifications & Experience:

• Graduate / Diploma / / Undergraduate
• Written and Spoken English & Hindi based on the following guidelines:

• Typing Speed 30 WPM with 85% Accuracy

• Testing Methodology – MSR on Grammar, Spelling Punctuation & Passage Reconstruction testing

• Additional language – Tamil, Telugu, Malayalam, Kannada, Bengali & Punjabi will be an add on advantage.
• A minimum of 3-6 months experience in a Social Media & Inbound Customer Service environment.
• Preference to have spent at least 3-6 months answering voice/chats/emails for Customer service process.
• Understanding of social media ads and posts.
• Ability to multi-task between multiple platforms as and when required.

Behavioral Competencies:

Customer Focus

• Anticipates customer needs
• Comprehends issue
• Ensures customer delight
• Solution orientation

Ownership

• Takes Initiative
• Takes Accountability

Drive for Results

• Decision Making
• Action Orientation

Flexibility

• Able to work in different shifts
• Multitask between multiple platforms

Quality Focus

• Commitment to Quality
• Strive for continuous Improvement

Technical Competencies:

• Working knowledge of Windows OS
• Familiarity with major social media platforms (like Facebook, Twitter, Instagram and LinkedIn) and their functionalities.
• Internet Browsing ability to gather relevant information.
• Familiarity with CRM systems and practices, customer focus and adaptability to different personality types.

We are hiring for both Freshers & Experienced candidates for ''ORM Executive'' with a Leading Online Reputation Management company in Andheri east (MIDC)

-Freshers & Experienced Both can apply

-Ctc - upto 3.6Lpa

-Location - Andheri east - MIDC

-WFO

Job Description
Atlys' mission is to enable every person on earth to travel freely.

At Atlys, we believe that the path to creating a more open world is by making it efficient to travel. Travelers cite visas as the most frustrating pain point, and we're starting by automating that completely. We're looking for talented people who are interested in building the future of travel alongside us.

Building technology to increase global movement liquidity will be one of the most exciting developments in decades. If you are curious why the smartest people want to work at Atlys, read this post.

Job requirements

We're looking for an enthusiastic and proactive
ORM Intern
to join our team and support us in building and maintaining a strong, positive online presence. This is a great opportunity for someone looking to gain hands-on experience in the world of digital reputation management, while working alongside experienced professionals in a fast-paced, mission-driven environment.

The Job

• Monitor and track online reviews, social media mentions, and user-generated content across platforms like Google, Instagram, Facebook, Twitter, Trustpilot, etc.
• Assist in responding to customer reviews and inquiries in a timely, empathetic, and brand-aligned manner.
• Collaborate with the customer support, marketing, and PR teams to address concerns and improve customer sentiment.
• Contribute to the development of reports and dashboards analyzing trends in online feedback and brand mentions.
• Support the implementation of strategies to enhance Atlys's online reputation.
• Stay updated on emerging ORM trends, tools, and best practices.
• Identify potential risks or issues early and flag them to relevant stakeholders.

The ideal candidate

• Final semester students from Marketing, Mass Communication, PR, or related fields.
• Strong written and verbal communication skills.
• Comfortable working with social media and review platforms.
• Curious, proactive, and eager to learn in a fast-moving startup environment.
• Team player with a customer-first mindset.
• Bonus: prior internship experience in digital marketing, content, or community engagement.

About The Company
Group Bayport is a rapidly growing global e-Commerce B2B2C, B2B and B2C organization that has redefined the business of delivering high-quality custom products through a unique blend of cutting-edge digital technologies, robust manufacturing capabilities and global supply chain. An industry leader in print technology, Group Bayport operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands – Banner Buzz, Covers & All, Vivi Printing, Circle One, Giant Media, Neon Earth, Optamark and North cape.

While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1450+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.

For more about Group Bayport, please visit

Website:

LinkedIn:

About the Role:

Designation –
Online Reputation Management (ORM) Specialist

Location –
Gurgaon (5 days WFO)

About The Role
We are seeking a detail-oriented and proactive
Online Reputation Management (ORM) Specialist
to monitor, manage, and improve our brand's digital presence across various platforms. This role involves a mix of social listening, crisis management, public relations and digital review partner. The ideal candidate will be skilled at turning brand perception into actionable insight, safeguarding brand equity, and building positive engagement.

Key Responsibilities

• Monitor and track brand mentions across online platforms (social media, forums, review sites, blogs, news, etc.).
• Manage and handle professionally to customer reviews, complaints, or mentions on public platforms (Google, Glassdoor, Trustpilot, etc.).
• Collaborate with internal teams (Customer Service, PR, Legal, Marketing) to manage reputation-related situations.
• Build and maintain positive brand image by driving proactive ORM strategies.
• Use ORM tools (e.g., Locobuzz, Sprinklr, Meltwater, ) to generate reports and insights.
• Identify online threats, misinformation, or negative SEO tactics and take corrective actions.
• Support SEO and content teams to suppress negative search results and push positive content.
• Lead sentiment analysis reporting and identify trends in customer perception.
• Coordinate with influencers and brand advocates to boost positive brand image.
• Manage Review platforms partner - Sitejabber, Yotpo, TrustPilot, Google MyBusiness
• Manage overall brand ratings across platforms for multiple brands and domains
• Effective planning and optimisation of product reviews across brands and domains

Key Skills Required

• Proven experience in Online Reputation Management or a related digital marketing role.
• Excellent communication and copywriting skills.
• Strong understanding of digital and social media platforms.
• Experience with ORM tools and analytics platforms.
• Ability to handle crisis communication and reputational risks.
• SEO knowledge is a plus.
• Analytical mindset with strong problem-solving capabilities.
• Ability to work independently and in cross-functional teams.

Preferred Qualifications

• Bachelor's degree in Marketing, Communications, Public Relations, or related field.
• 6-8 years of experience in ORM, PR, or Digital Marketing.
• Experience managing reputation for high-profile brands or individuals is a bonus.

What We Offer

• Competitive salary and benefits.
• Exposure to cross-functional digital campaigns.
• Opportunity to build a career in one of the fastest-growing areas of digital.
• Dynamic work environment and collaborative team culture.

Experience: 0-1 Year

Location: Saket Delhi

Shift: Rotational

Work Week: 5 Days

Responsibilities:

Online Reputation Monitoring:

• Monitor and track online reviews, comments, and feedback across various platforms such as social media, review websites, forums, and blogs.
• Utilize online monitoring tools to stay updated on brand mentions and sentiment analysis.
• Identify potential issues, trends, or emerging topics related to the brand's reputation.

Reputation Management Strategy:

• Develop and implement a comprehensive online reputation management strategy aligned with the organization's goals.
• Establish guidelines and best practices for responding to online feedback, reviews, and comments.
• Collaborate with cross-functional teams, such as Marketing and Customer Support, to ensure a consistent and cohesive approach to reputation management.

Review and Feedback Response:

• Evaluate online reviews, comments, and feedback to determine appropriate responses.
• Craft and manage responses in a timely and professional manner, ensuring they align with the brand's voice and values.
• Address both positive and negative feedback, seeking opportunities to turn negative experiences into positive ones.

Customer Relationship Building:

• Engage with customers through online platforms to build and nurture positive relationships.
• Monitor customer inquiries and complaints, ensuring timely and effective resolution.
• Identify opportunities for customer advocacy and encourage satisfied customers to share their positive experiences.

Crisis Management:

• Prepare and implement crisis management plans to address potential reputation issues or crises.
• Act swiftly and decisively to mitigate negative publicity or online attacks.
• Collaborate with stakeholders to develop communication strategies and manage public perception during challenging situations.

Reporting and Analysis:

• Track and analyze key metrics related to online reputation, sentiment, and customer feedback.
• Prepare regular reports on reputation management activities, trends, and outcomes.
• Provide actionable insights and recommendations to improve the organization's online reputation.

Industry and Platform Monitoring:

• Stay updated on industry trends, best practices, and emerging platforms in online reputation management.
• Evaluate new platforms and tools for reputation monitoring and management, recommending implementation when appropriate.

Pitches and New Business Development:

• Contribute to the creation of business pitches by developing strategies and crafting decks aimed at securing new business opportunities.
• Collaborate with leadership teams to present compelling proposals that align with the organization's goals for successful business conversion.

Requirements:

• Bachelor's degree in Marketing, Communications, Public Relations, or a related field.
• Proven experience in online reputation management or related roles.
• Strong understanding of online platforms, social media, review websites, and other relevant channels.
• Excellent written and verbal communication skills, with the ability to craft engaging and professional responses.
• Strong analytical skills, with the ability to analyze online sentiment and data trends.
• Crisis management experience and the ability to handle and respond to negative feedback or online attacks effectively.
• Familiarity with reputation management tools and platforms.
• Knowledge of SEO and digital marketing strategies is a plus.

Top 5 things you will do in your role:

• Undertake consulting services for clients as directed by senior members.
• Build and effectively transition domain expertise to other colleagues and team members.
• Own a P&L while assisting in business development and provide inputs to new business gathering.
• Lead mandates effectively while looking for new areas of growth in existing businesses.
• Lead critical media and influencer engagements for clients.

Top 5 Thing you need to have for this role:

• 6 to 8 years’ Experience with experience in leading multiple mandates and preferably managing a P&L.
• Understanding of how agency services, products, offerings contribute to client retention and growth.
• Articulate and represent as well as conduct yourself in a professional manner.
• Be an able guide and mentor to junior colleagues and a trusted partner to senior colleagues.
• Respectful of and tactful with co-workers and clients while demonstrating a team and client-first approach.