Customer Service Analyst

Company Description

We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making.

We also help people to check their credit report and credit score, and protect against identity theft. In 2020, for the sixth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies.”

We employ approximately 20,000 people in 40 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.

At Experian, we are committed to building an inclusive culture and to creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process.

Job Description

Working within the EMEA CSDA Operations Spain Application Support teams, contributing to client satisfaction by providing 1st line support to clients in order to resolve client´s incidents and requests following stablished procedures and tools.

Main responsibilities:

.    Learn the basic concepts involved on different Experian products and services and being able to recognize them when used by client or resolver groups to ensure accurate communication and being able to tell how critical an incident is according to stablished SLA with clients, depending on affected environments, impacted clients, functionalities, etc.

.    Manage phone calls and e-mails from clients related to incidents or requests

.    Manage client’s expectations by excellent communication skills

.    Being able to analyze and synthetize the client’s needs and to identify if the incident is technical related or business related.

.    Raise tickets in ITSM tool providing a clear and accurate details of client’s incident/request.

.    Resolve incident/request on first call when applicable

.    Contacting different teams to ensure the incident’s resolution (Spanish or English when required).

.    Being able to gather more information from client when requested by resolver teams.

.    Manage processes as per best practices (Experian and ITIL).

.    Follow procedures for logging and resolving incidents/requests (Specific incident management processes are used for critical (P1/P2) incidents.)

.    Ensure quality of information logged in ITSM tool is accurate across incident/request lifecycle.

Teamwork

.    Actively seeks to share knowledge within the team.

.    Work closely with the other members as directed by Team Lead

Qualifications

.    Experienced in similar position (Service Desk or client services team)

.    Experience of working in a customer focused business/technical support function

.    Personal organization skills, agility performing tasks and both oral/written communication skills

Other Skills:

.    Ownership and Commitment

.    Emotional Intelligence

.    Learning Agility

.    Customer Centricity

.    Judgement and Logical thinking

Desired

.    Advanced to Fluent English (B2/C1)

.    Knowledge of ITIL frameworks

.    Familiar with SLAs and KPIs measurement

Additional Information

Experian across EMEA and APAC leverages cutting edge data science, inclusion and start-up mindsets to build tomorrow's credit solutions. Innovation is a critical part of Experian's DNA and practices. As is our diverse workforce, which drives our success. Everyone can succeed at Experian, irrespective of their gender, ethnicity, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here