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
- Solid 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