Consumer Support Associate – Customer Experience

About the role

As a Consumer Support Associate you will be the first point of contact for Experian customers, handling inquiries and complaints across multiple channels. You will ensure each interaction is resolved efficiently, empathetically, and in line with regulatory standards, contributing to a high‑quality customer experience.

Key responsibilities

• Manage inbound and outbound communications via email, chat, phone, and social media.
• Provide accurate information, resolve queries within defined SLAs, and maintain professional, empathetic communication.
• Investigate and resolve customer complaints, coordinating with internal teams and following escalation protocols for complex cases.
• Ensure all responses comply with internal policies and regulatory requirements, keeping detailed records of interactions.
• Capture customer feedback, identify recurring issues, and suggest process improvements to reduce future complaints.
• Maintain high CSAT and quality scores by delivering consistent, high‑quality service.

Required profile

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

Required skills

What we offer

• Inclusive, purpose‑driven culture recognised as a Great Place to Work.
• Opportunities for professional growth within a global data and technology leader.
• Commitment to diversity, equity, and accommodation for disabilities.