Consumer Support Associate – IO Secretariat

About the role

As a Consumer Support Associate within the IO Secretariat, you will be the first point of contact for customers across multiple channels. You will deliver empathetic, accurate, and compliant solutions to queries and complaints, helping to maintain Experian’s high standards of customer experience.

Key responsibilities

• Handle inbound and outbound interactions via email, chat, phone, and social media, meeting defined service level agreements.
• Investigate and resolve customer complaints, coordinating with internal teams and following escalation protocols for complex cases.
• Ensure all communications comply with internal policies and regulatory requirements, maintaining detailed records.
• Capture feedback, monitor CSAT scores, and identify recurring issues or service gaps.
• Suggest process improvements to reduce complaints and enhance overall experience.

Required profile

• 2‑5 years of experience in customer support, contact centre, or grievance handling.
• Graduate qualification.
• Experience in BFSI or fintech is a plus but not mandatory.

Required skills

What we offer

• Inclusive, purpose‑driven culture recognised as a World’s Best Workplace.
• Opportunities for professional growth within a global data and technology leader.