Consumer Support Associate (IO Secretariat)

Job description

Role Title: Consumer Support Associate (IO Secretariat) Function: Customer Experience / Customer Support Reports To: Team Lead – Consumer Support Role Purpose

To deliver efficient, empathetic, and compliant resolution of customer queries and complaints across channels, ensuring a high-quality customer experience while adhering to regulatory and internal service standards.

Key Responsibilities 1. Customer Query Handling

• Handle inbound/outbound customer interactions (email, chat, calls, social media).
• Provide accurate information and resolve queries within defined SLAs.
• Ensure clear, professional, and empathetic communication.

2. Complaint Resolution

• Investigate customer complaints and provide timely, fair resolutions.
• Coordinate with internal teams for issue clarification and resolution.
• Adhere to escalation protocols for complex or high-risk cases.

3. Regulatory & Process Compliance

• Ensure responses are aligned with internal policies and regulatory requirements.
• Maintain proper records of interactions and complaint details.
• Follow defined TATs for responses and closure.

4. Quality & Customer Experience

• Deliver consistent high-quality customer experience across all interactions.
• Capture customer feedback and identify recurring issues or service gaps.
• Maintain high CSAT and quality scores.

5. Process Improvement

• Highlight recurring issues, product gaps, and process inefficiencies.
• Suggest improvements to enhance customer experience and reduce complaints.

Key Skills & Competencies

• Strong verbal and written communication skills
• Customer-first mindset with empathy and problem-solving ability
• Attention to detail and process adherence
• Ability to manage high volumes and multitask
• Basic analytical skills for issue identification

Experience & Qualification

• 2-5 years in customer support / contact center / grievance handling
• Experience in BFSI / fintech preferred but not mandatory

Qualifications

• Graduate

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries. 

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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