About this role
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 skillsCustomer-first mindset with empathy and problem-solving abilityAttention to detail and process adherenceAbility to manage high volumes and multitaskBasic analytical skills for issue identificationExperience & Qualification
2-5 years in customer support / contact center / grievance handlingExperience in BFSI / fintech preferred but not mandatory
Qualifications
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