Customer Service Analyst for Operational Excellence

hace 2 meses


San Francisco, Heredia, Costa Rica Experian A tiempo completo

About Us

At Experian, we're committed to creating a better tomorrow for our consumers and businesses. Our mission is to unlock the power of data, providing opportunities for growth and success.

Job Description

As a Customer Service Analyst for Operational Excellence, you'll partner with our leadership team to deliver exceptional customer experiences for new products in the financial services industry. Your focus will be on operational excellence, CX, regulatory compliance, and innovative customer service.

Your Responsibilities

  1. Track, trend, analyze, and manage KPIs, including SLAs, service/ops KPIs, and customer satisfaction (NPS, CSAT)
  2. Assist in key CS operations and business delivery, including supporting operational requirements, processes, and procedures
  3. Troubleshoot in real-time to support business and service goals
  4. Efficiently deliver multi-channel service and manage to service budget
  5. Advocate for the customer, communicating and partnering with internal stakeholders to improve the CS experience/service CX

Requirements

We're looking for a skilled and passionate individual with 3+ years of experience in high-performance customer service, ops, and service delivery. Previous experience in consumer-focused roles, financial services, or tech/startups is a plus. You'll have a passion for customers, strong communication skills, and a high degree of personal excellence.

What We Offer

At Experian, we value our people and offer a range of benefits, including medical, life, and dental insurance, flexible work arrangements, and education reimbursement. Join us in creating a better tomorrow for our consumers and businesses.



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