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
We are responsible for revolutionizing the Brazilian market in B2B customer service, with a focus on results and customer delight.
The professional 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 problems. Will work with a focus on customer satisfaction, value delivery, and positive experience in the customer service journey, using indicators such as CSAT, NPS®, SLA, productivity, quality, and reduction of repeat contacts.
Qualifications
What we are looking for in you:
- High school diploma (higher education will be a plus);
- Experience in B2B customer service;
- Humanized and effective customer service techniques;
- Knowledge of email tools and Microsoft Excel;
- Desirable knowledge of Zendesk, Salesforce, CSAT, NPS, Microsoft Teams, and Outlook;
- Proactivity, empathy, and customer focus; Problem-solving mindset; Good emotional management and interpersonal relationships.
Your main responsibilities will be:
- Resolution of requests received via digital channels, voice, and email;
- Relationship with B2B customers (Legal Entity);
- Delivery of excellence indicators in customer service;
- Identification of improvement opportunities in the customer journey;
- Proactive action to prevent new contacts;
- Humanized and effective handling on first contact;
- Complete evaluation of the customer journey;
- Regularization of access to Serasa Experian solutions;
- Clarification of doubts about solutions and internal processes;
- Triage of systemic and financial requests;
- Clear, empathetic communication aligned with Experian Way values;
- Continuous learning and knowledge updates.
Additional Information
Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.
Our uniqueness is valuing yours. Experian's culture, centered on people, inclusive and purpose-driven, is recognized by various awards — including World's Best Workplaces™ 2025 (Top 25 global by Fortune) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers website to understand why. Experian is also proud to be an employer that promotes equal opportunities and affirmative action. If you have any disability or need that requires accommodation, please let us know as soon as possible.
Experian Careers - Creating a better tomorrow together
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