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.
• Coor...