Consumer Support Associate – Internal Ombudsman Secretariat
MumbaiFull-time2–5 yrsPosted 4 days ago
Mid-level customer support role at Experian in Mumbai. Needs 2+ years and a degree.
About the role
5th Floor, Tower 3, Equinox Business Park, Kurla East, Mumbai, India
What you'll do
- Complaint Management & Escalation Handling
- Manage customer complaints and service requests across L1, L2, L3, and L4 escalation channels
- Handle complaints received through Customer Service, Social Media, CPGRAMS, Nodal Officer (NO), Principal Nodal Officer (PNO), Internal Ombudsman, RBI CMS/Ombudsman
- Conduct detailed investigations by reviewing customer interactions, transaction details, operational processes, and supporting records
- Assess complaints for severity, customer impact, and regulatory implications, and facilitate escalation where required
What you need
- Customer service
- Complaint handling
- Escalation handling
- Root cause analysis
- MIS reporting
- Communication