Associate- Consumer Services
Core
Manage, investigate, and resolve customer complaints and escalations across multiple channels while ensuring regulatory compliance and driving process improvements.
Role type
Associate-level customer support analyst (grievance management)
Builds
Customer satisfaction and retention through effective complaint resolution
Domain
Consumer services / Customer support operations
Deliverable
client delivery
Required skills
Root cause analysis, stakeholder coordination, CRM system proficiency, analytical problem-solving, regulatory compliance knowledge, MS Excel/PowerPoint proficiency, MIS reporting
Preferred skills
Experience in telecom, banking, financial services, insurance, or e-commerce
Responsibilities
Receive and investigate customer grievances via email, call center, social media, and portals; Coordinate with operations, billing, and technology teams to identify root causes; Analyze complaint trends and prepare periodic performance dashboards; Draft professional responses for customers and regulatory authorities; Recommend corrective and preventive actions based on complaint insights
Seniority
Associate, hands-on IC
