Consumer Support Associate (IO Secretariat)

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Consumer Support Associate (IO Secretariat)Full-timeEmployee Status: RegularRole Type: HybridDepartment: Customer ServiceSchedule: Full TimeCompany DescriptionExperian 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. Job DescriptionJob description Role Title: Consumer Support Associate (IO Secretariat) Function: Customer Experience / Customer Support Reports To: Team Lead – Consumer Support Role PurposeTo 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 HandlingHandle 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 ResolutionInvestigate 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 ComplianceEnsure 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 ExperienceDeliver 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 ImprovementHighlight recurring issues, product gaps, and process inefficiencies.Suggest improvements to enhance customer experience and reduce complaints.Key Skills & CompetenciesStrong 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 & Qualification2-5 years in customer support / contact center / grievance handlingExperience in BFSI / fintech preferred but not mandatory QualificationsQualificationsGraduateAdditional InformationOur 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.Recruitment Fraud Awareness - Experian's recruitment process is conducted only through authorised channels. Recruitment communications will only be sent from an @experian.com email address.Experian will never ask candidates to make any payment as part of an application, interview, assessment, onboarding, or recruitment process. To apply for roles or verify opportunities, please visit experian.com/careers.Experian Careers - Creating a better tomorrow togetherFind out what its like to work for Experian by clicking hereBy clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyI'm interestedI'm interestedPrivacy NoticeI'm interestedRefer a friendPosted byDoug Kelsallshare this jobShare to WeChat×Copy the link and open WeChat to share.Copy to...