Company Description
- Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.
Job Description
Department Overview: The department is responsible for addressing and resolving first-level customer and citizen requests and support for inquiries and incidents received through various contact channels: Call Center, Citizen Experience Centers (CAS), email, portal, chat (Datina), and ensures the resolution of requests and incidents at the first and second levels.
Purpose of the Role: Ensures excellence in service delivery and customer support regarding citizen inquiries about their credit history, scores, and other products, alert formulation and complaints, resolution of inconsistencies, and written communications. It also seeks to resolve inquiries, incidents, and requests from subscriber users that arise through the various service channels established by the company.
Role Responsibilities:
- In-person citizen service and support.
- Management of requests, complaints, and claims.
- Filing of written communications – Requests.
- Support and delivery of information to citizens – Credit history.
- Responses to requests via email.
- Back office request handling.
- Promote products to citizens – cross-selling.
Competencies:
- Customer Service
- Negotiation ability and communication skills.
- Deep knowledge of products and services.
- Attention to detail and adherence to procedures.
Why is this role critical for us?
This role is part of the citizen service team, which by law we must guarantee for the care and support of our citizens.
Location: Bogota – Experience Center Outlet Factory Shopping Center Av. Americas # 62-84 Locals 71 and 72 floor 2.
Qualifications
Education: Students of administrative or related programs – Technical or Technologist degree.
Experience: Minimum one year in customer service or operations and service.
Required Technical Knowledge: Office tools management – customer service – sales – Support.
Additional Information
Our uniqueness is that we celebrate what makes us different. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what really matters: DEI, work-life balance, development, authenticity, commitment, collaboration, wellbeing, reward and recognition, volunteering... and the list goes on. Experian's strong people-first approach has been recognized: Great Place To Work™ in 24 countries, FORTUNE Best Companies to work, and Glassdoor Best Places to Work (globally 4.4 stars), to name a few. Check out Experian Life on social media or our careers site to understand why.
Experian is proud to be an equal opportunity and affirmative action employer. Innovation is a fundamental part of Experian's DNA and practices, and the diversity of our workforce drives our success. Everyone can succeed at Experian and bring their whole selves regardless of gender, ethnicity, religion, color, sexuality, physical ability, or age. If you have any disability or special need that requires accommodations, please let us know as soon as possible.
Experian Careers - Creating a better tomorrow together
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