Company Description
Experian is a global data and technology company that empowers 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 in 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 (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
About the position
At Serasa Experian, we believe that the customer experience is one of the main pillars for building lasting relationships and generating value. We are looking for a dynamic, empathetic and proactive person to work in customer service for SME clients, offering a consultative, resolution-focused and excellent experience at all touchpoints.
In this position, you will be responsible for supporting small and medium-sized businesses in using the company's products and services, handling questions, processing requests and identifying opportunities for improvement in the customer journey. We are looking for professionals who enjoy learning, have the autonomy to seek information and are able to work in a multifunctional and constantly evolving environment.
Main responsibilities
- Handle inbound customer contacts by phone, chat, WhatsApp and email;
- Provide support to SME clients in using Serasa Experian's products and services;
- Clarify questions related to access, inquiries, monitoring, billing, payment slips (boletos), contracts and other requests relevant to the service;
- Analyze and resolve demands, ensuring an agile, efficient and satisfactory experience for the customer;
- Investigate the root cause of reported problems and seek effective solutions to prevent recurrence;
- Record, track and route service requests in corporate systems, ensuring the quality of information and the correct handling of processes;
- Navigate simultaneously between different tools and systems to look up information and process requests;
- Work in partnership with internal areas to ensure requests are handled within established workflows and deadlines;
- Identify opportunities for process improvement, contributing to the evolution of the customer experience and operations;
- Act collaboratively, sharing knowledge and contributing to the development of the team.
Requirements
- Completed or ongoing higher education;
- Prior experience in customer service;
- Excellent verbal and written communication;
- Ability to work with multiple systems and tools simultaneously;
- Analytical skills and focus on problem solving;
- Organization and attention to detail;
- Empathy and customer orientation;
- Proactivity and autonomy in seeking information and solutions;
- Agility in adapting to new processes and changing scenarios.
Qualifications
Nice-to-have
- Experience in multichannel customer service (phone, chat, WhatsApp and email);
- Experience in B2B or SME customer relationship operations;
- Knowledge of tools such as Zendesk, Salesforce, Avaya or similar customer service systems;
- Experience in environments focused on customer experience and continuous improvement.
Additional information
- Work location: São Carlos/SP;
- On-site work model;
- Monday to Friday schedule;
- Working hours 11:00 to 20:00
Additional Information
Serasa Experian is much more than you imagine. With the purpose of creating a better future by expanding opportunities for people and businesses, in Brazil we are more than 4,000 people working in various teams and specialties. Here, each skill and diversity complements the other, 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 commitments and personal interests, valuing 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, in addition to being recognized as one of the best companies for young professionals and having a rating of 4.6 on Glassdoor. Each recognition tells us that 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