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

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