Job Description

Job Description

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...

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