Company description
Experian is a global data and technology company that empowers people and businesses around the world to create opportunities. We operate in many markets, such as financial services, healthcare, automotive, agribusiness, insurance, and others. Experian invests in people and in new advanced technologies to unleash the power of data. We have an amazing team of 25,200 employees in 32 countries.
Our uniqueness is valuing yours. Experian's culture, which is people-centered, inclusive, and purpose-driven, is recognized by several 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 is also proud to be an employer that promotes equal opportunity and affirmative action.
Job description
Main responsibilities:
- Provide customer service through digital channels, voice, and email;
- Ensure that requests are resolved in an agile, efficient, and excellent manner;
- Identify and analyze the root cause of problems reported by customers;
- Develop close, consultative relationships with B2B clients (legal entities);
- Guide customers on features, use of products and services, financial topics, and internal processes;
- Identify opportunities to improve the customer journey and share insights with leadership and partner areas;
- Contribute to reducing repeat contacts through resolutive and preventive service;
- Work in partnership with internal areas to ensure the best customer experience.
What your day-to-day will look like:
Your routine will focus on providing an exceptional experience to customers, ensuring humanized, resolutive service that creates value.
You will analyze each interaction thoroughly, seeking to understand the customer's context, needs, and possible future impacts. We expect a professional who goes beyond the immediate solution, acting proactively to avoid new contacts and strengthen customer satisfaction.
In addition, you will be responsible for:
- Regularizing access to Serasa Experian solutions, enabling customers to use the services;
- Clarifying questions related to the company's products and solutions;
- Evaluating requests to identify systemic, financial, or operational issues, and triaging them appropriately with support areas;
- Ensuring clear, assertive, and empathetic communication in written and verbal contacts;
- Keeping constantly up to date on the company's products, processes, and strategies.
Location: São Carlos - SP
Work arrangement: 100% on-site
Working hours: 12:00 p.m. to 9:00 p.m.
Qualifications
What we are looking for:
- High school diploma completed;
- Prior experience with B2B customer service;
- Intermediate knowledge of the Office suite;
- Excellent verbal and written communication;
- Proactive, organized, and results-oriented profile;
- Analytical ability and focus on problem solving;
- Empathy and a strong customer orientation.
Nice to have:
- Higher education in progress or completed;
- Knowledge of APIs and systems integrations;
- Experience with Zendesk, Salesforce, Microsoft Teams, and Outlook;
- Experience in environments driven by service and quality metrics.
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, every skill and diversity complements each 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 careers with their personal commitments and interests, valuing well-being.
We are 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 several market certifications: we have been awarded by Great Place To Work™ in 24 countries and 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 its like to work for Experian by clicking here