Associate- Consumer Services

Job description

Job Summary

The Customer Support Analyst – Grievances is responsible for managing, investigating, and resolving customer complaints and escalations within defined service levels and regulatory guidelines. The role involves root cause analysis, stakeholder coordination, complaint trend monitoring, and ensuring a superior customer experience through timely and effective grievance resolution.

Key Responsibilities Complaint Management

• Receive, review, and investigate customer grievances received through various channels such as email, call center, social media, regulatory bodies, and customer portals.
• Ensure timely acknowledgment, tracking, and closure of complaints as per defined TATs.
• Maintain accurate records of customer interactions and resolutions in CRM systems.
• Escalate critical or sensitive complaints to relevant stakeholders and management.

Investigation & Resolution

• Conduct thorough analysis of customer complaints and gather facts from internal systems and teams.
• Coordinate with operations, billing, technology, sales, and other departments to identify root causes.
• Provide appropriate, customer-centric resolutions while adhering to company policies and regulatory requirements.
• Draft clear and professional responses for customers and regulatory authorities.

Regulatory & Compliance Support

• Ensure grievance handling complies with applicable regulatory and internal guidelines.
• Support responses to complaints received through ombudsman, consumer forums, regulatory bodies, or nodal channels.
• Maintain complaint documentation and audit readiness.

Reporting & Analytics

• Analyze complaint trends, recurring issues, and customer pain points.
• Prepare periodic MIS reports and dashboards on grievance performance metrics.
• Identify opportunities for process improvement and reduction of complaint volumes.
• Track key metrics such as complaint aging, resolution TAT, first-contact resolution, and customer satisfaction.

Process Improvement

• Recommend corrective and preventive actions based on complaint insights.
• Participate in process reviews and quality improvement initiatives.
• Work closely with cross-functional teams to drive root-cause elimination and service enhancements.

Customer Experience Enhancement

• Ensure all customer interactions are professional, empathetic, and solution-oriented.
• Act as a customer advocate and drive resolution of complex issues.
• Contribute to improving customer satisfaction and retention.

Required Qualifications

• Bachelor's degree in Business Administration, Commerce, Management, or related field.
• 2–5 years of experience in customer support, grievance handling, complaint management, or customer service operations.
• Experience in telecom, banking, financial services, insurance, e-commerce, or customer-centric industries is preferred.

Required Skills & Competencies Technical Skills

• Knowledge of CRM and complaint management systems.
• Strong analytical and problem-solving abilities.
• Proficiency in MS Excel, PowerPoint, and reporting tools.
• Understanding of customer service KPIs and grievance management processes.

Behavioral Skills

• Excellent verbal and written communication skills.
• Strong customer orientation and empathy.
• Ability to manage escalations and difficult customer situations.
• Attention to detail and accuracy.
• Strong stakeholder management and collaboration skills.
• Ability to work under pressure and manage multiple priorities.

Qualifications

• Any Graduate

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