Company Description
Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in many markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and in new advanced technologies to unlock the power of data. We have an amazing team of 25,200 employees in 32 countries.
Our uniqueness is valuing yours. Experian's culture, centered on people, inclusive and driven by purpose, is recognized by various awards — including World's Best Workplaces™ 2025 (Fortune Global Top 25) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian also takes pride in being an employer that promotes equal opportunity and affirmative action.
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 Contact Center, ensuring the resolution of requests and proactively working to identify the root cause of problems. They will focus on customer satisfaction, value delivery and a positive experience throughout the service journey, using indicators such as CSAT, NPS®, SLA, productivity, quality and reduction of repeat contacts.
What will your main responsibilities be:
- Resolving requests received via digital channels, voice and email;
- Relationship management with B2B clients (legal entities);
- Delivering service excellence indicators;
- Identifying opportunities for improvement in the customer journey;
- Proactive action to prevent new contacts;
- Humanized and effective handling with first-contact resolution;
- Comprehensive assessment of the customer journey;
- Regularizing access to Serasa Experian solutions;
- Clarifying questions about solutions and internal processes;
- Triage of systemic and financial requests;
- Clear, empathetic communication aligned with Experian Way values;
- Continuous learning and knowledge updating.
Qualifications
What we look for in you:
- Completed high school (higher education will be a differentiator);
- 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 profile; Good emotional management and interpersonal relationships.
Additional Information
Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and businesses, in Brazil we are more than 4 thousand people working across various teams and specialties. Here, each skill and diversity complements the others, and you can work on what you love most. We are committed to building an inclusive culture and an environment where people can balance their career with their personal commitments and interests, valuing well-being.
We are truly dedicated to being one of the best and most innovative companies to work for in the country, enabling amazing 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 and have a 4.6 rating on Glassdoor. Each recognition tells us we are on the right path, providing an increasingly better work environment for our talent.
Experian Careers - Creating a better tomorrow together
Find out what it's like to work for Experian by clicking here