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Associate- Consumer Services
Experian
Mumbai, IND
Full-time
Entry · 2+ years experience
Hybrid
Discovered 3 weeks ago
CRM
Free
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Role Overview
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 Skills for This Role
CRM
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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.
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