Customer Support Specialist

Customer Support Specialist (L2) Complaint Resolution

Experience: 2-3 years

Salary: Up to 5 LPA

Age Criteria: Up to 34 years

About the Role:

We are looking for a Customer Support Specialist (L2) to manage escalated customer complaints, primarily from social media platforms and regulatory bodies. In this role, you will investigate issues, draft formal responses, and collaborate with legal, compliance, and operations teams to ensure a smooth resolution. You will act as the voice of the customer, identifying pain points and working towards process improvements to enhance customer satisfaction.

Key Responsibilities:

Complaint Investigation & Resolution

• Handle and resolve escalated customer complaints from social media and other official channels.
• Act as a bridge between customers and internal teams, ensuring timely and fair resolutions.
• Investigate complaints thoroughly, considering facts, policies, and customer impact.
• Draft formal responses for customer complaints, including those directed to mediators and regulatory bodies.

Customer Communication & Stakeholder Management

• Clearly explain the complaint handling process, expected resolution time, and next steps to customers.
• Maintain a professional and empathetic approach while handling sensitive cases.
• Collaborate with cross-functional teams like Customer Service, Credit Operations, Legal, and Communications to ensure complaint resolution aligns with company policies.
• Be the main point of contact for escalations, keeping all stakeholders informed about progress.

Risk Management & Compliance

• Maintain a risk register to highlight potential risks stemming from customer complaints.
• Ensure all responses comply with company policies and regulatory guidelines.
• Build relationships with regulatory bodies such as the Consumer Complaints Tribunal and the National Credit Regulator to manage cases effectively.

Process Improvement & Customer Advocacy

• Identify customer pain points and work with Continuous Improvement Teams to enhance service delivery.
• Advocate for better customer experience by providing insights to Product, Marketing, and Technology teams.
• Drive awareness of common customer complaints and resolution strategies across internal teams.

Key Skills & Experience Required:

2-3 years of experience in handling customer complaints, preferably in a regulated industry (e.g., fintech, banking, credit services).

Proven experience in social media escalations (L2 level) and complaint resolution.

Strong investigation, problem-solving, and decision-making skills.

Excellent written and verbal communication skills for drafting professional responses.

Ability to collaborate with cross-functional teams, including legal and compliance.

Experience in working with regulatory bodies and complaint mediators is a plus.

High level of patience, empathy, and emotional intelligence (EQ).

Self-motivated, proactive, and able to work in a fast-paced environment.

Why Join Us

Be a key player in shaping customer experience and resolution strategies.

Work closely with cross-functional teams and gain exposure to regulatory complaint handling.

Drive process improvements that directly impact customer satisfaction.

Join a company that values customer advocacy and employee growth.

If you're passionate about delivering excellent customer support and resolving complex issues, apply now!