Customer Service Experience Specialist

hace 1 semana


San Francisco, Heredia, Costa Rica Experian A tiempo completo

Experian is a global information services company that unlocks the power of data to create opportunities for consumers, businesses, and society. We're proud to be recognized as one of the 100 Best Companies to work for by FORTUNE.

We're seeking a highly skilled Customer Service Experience Specialist to join our Experian Consumer Services team. In this role, you will partner with our leadership team to create a best-in-class customer service experience for new products in the financial services industry. Your focus will be on operational excellence, customer experience, regulatory compliance, and innovative customer service.

Your responsibilities will include:

  • Partnering with the leadership team to develop and implement strategies for operational excellence and customer experience
  • Tracking, trending, analyzing, and managing key performance indicators (KPIs) including SLAs, service/ops KPIs, and customer satisfaction metrics
  • Assisting in key CS operations and business delivery, including supporting operational requirements, processes, and procedures
  • Troubleshooting in real-time to support business and service goals
  • Efficiently delivering multi-channel service delivery and managing to service budget
  • Advocating for the customer - communicating and partnering with internal stakeholders to improve the CS experience/service CX
  • Safeguarding seamless customer experiences for existing and new products and services
  • Driving improvements through issue handling and call listening and monitoring

You'll have the opportunity to work cross-functionally and collaboratively with partners to drive continuous improvement in the customer experience.



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