Company Description
Serasa Experian is Brazil's first and largest Datatech company. A leader in intelligence solutions for risk analysis and opportunities, with a focus on credit journeys, authentication, and fraud prevention. With cutting-edge technology, innovation, and the best talent, it transforms the uncertainty of risk into the best decision, helping people achieve their dreams and companies of all sizes and segments to thrive.
We have 22,000 people operating in 32 countries and every day we are investing in new technologies, talented professionals, and innovation to help all our clients maximize every opportunity. With corporate headquarters in Dublin, Ireland, Experian is listed on the London Stock Exchange (EXPN) and is part of the FTSE 100 index.
Job Description
You will be responsible for serving customers who contact the Customer Service Center, ensuring the resolution of requests and acting proactively in identifying the root cause of reported problems. A customer-focused agent committed to ensuring satisfaction and added value to the customer, delivering an incredible experience throughout the service journey.
You will perform your actions based on indicators such as CSAT (Customer Satisfaction), NPS® (Net Promoter Score), SLA, Productivity, Quality of service, reduction in recontacts, among others.
Your daily routine will focus on ensuring an incredible experience in your relationship with our customers. More than just solving the customer's problem, the proposal is to be a transformative agent seeking to prevent new requests related to the same topic. Ensure that when the customer contacts support, the interaction generates satisfaction. A strong connection with the customer is expected to guarantee a humanized interaction, always being solution-oriented on the first contact.
Your work will also focus on a complete evaluation of the entire customer journey, understanding their needs and anticipating problem-solving, even before they occur – proactivity.
Qualifications
What we are looking for in you:
- High school diploma (Bachelor's degree is a plus)
- Humanized and solution-oriented customer service techniques
- Familiarity with performing basic calculations
- Text interpretation ability
- Writing aligned with basic concepts of Portuguese language, respecting spelling and grammar
- Knowledge of email tools
- Knowledge of Microsoft Excel (tool and calculation functions)
- Desirable: knowledge of customer service tools (Zendesk and Salesforce), customer satisfaction metrics (CSAT or NPS), Microsoft Teams, and Outlook.
Skills:
- Proactivity;
- Empathy;
- Problem-solving mindset;
- Customer focus;
- B2B customer service (Legal Entity);
- Emotional management;
- Interpersonal relationships.
Your main responsibilities will be:
- Resolution of requests received via service channels (Digital Channels, Voice, and email);
- Excellent relationship with B2B customers (Legal Entity), working on various topics related to functionality, proper use of our services, financial matters, among others.
- Delivery of excellence indicators in customer service within the target defined by Serasa;
- Identification of opportunities in the customer journey and visibility to leadership for action on improvements related to the use of Serasa products, customer service, among others.
- Regularization of access to Serasa Experian solutions, enabling the customer to consume data and generate revenue;
- Clarify doubts about solutions, directing the customer according to internal processes;
- Evaluation of the customer's request to identify systemic, financial (among other) problems and the necessary screening with the customer for submission to support areas;
- Respond coherently and assertively to customer contacts, ensuring understanding in both written and verbal forms, acting in a polite and empathetic manner, aligned with the behavioral pillars of the Experian Way;
- Continuous learning and knowledge updates aligned with the Company's strategy.
Additional Information
Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and companies, in Brazil we have more than 4,000 people working in different teams and specialties. Here, every knowledge and diversity complement each other and you can work on what you love most. We are committed to building an inclusive culture and an environment in which people can balance their careers with their personal commitments and interests, prioritizing well-being.
We are very dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we were awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, and we are recognized as one of the best companies for young professionals with a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right path, providing an increasingly better work environment for our talent.
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