Customer Experience Specialist
hace 14 horas
**About Us**
We are Experian, the world's leading global information services company. Our mission is to unlock the power of data to create more opportunities for consumers, businesses, and society.
We prioritize our culture and look to bring people to the team who are passionate about their jobs, easy to work with, and value team over self.
You will partner with our leadership team to create a customer service experience for new products in the financial services industry, focusing on operational excellence, customer experience, regulatory compliance, and innovative customer service.
This role supports our Experian Consumer Services team, which provides financial power to all through credit education and identity protection solutions to consumers and helps businesses manage the impact of a data breach.
Key Responsibilities:
- Track, trend, analyze, and manage KPIs, including SLAs, service/ops KPIs, customer satisfaction (NPS, CSAT)
- Assist in key CS operations and business delivery, including supporting operational requirements, processes, and procedures
- Troubleshoot in real-time to support business and service goals
- Efficiently manage multi-channel service delivery and operate within service budget
- Advocate for customers - communicate and partner with internal stakeholders to improve the CS experience/service CX
**Qualifications**
We're looking for individuals with 3+ years of experience in high-performance customer service, ops, or service delivery. Additionally, we require 1+ year in consumer-focused roles, financial services, or tech/startups. Strong communication skills, attention to detail, and ability to multitask are essential.
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