Job detail for Customer Service Agent II

Company Description

Experian is a global data and technology company that powers opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.

Our uniqueness is valuing yours. Experian's people-centric, inclusive, and purpose-driven culture is recognized by numerous awards—including World’s Best Workplaces™ 2025 (Fortune's Top 25 global) 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 equal opportunity and affirmative action employer.

Job Description

We are responsible for revolutionizing the Brazilian market in B2B customer service, with a focus on results and customer delight.

The professional will be responsible for assisting customers who contact the Service Center, ensuring the resolution of requests and acting proactively to identify the root cause of problems. You will work with a focus on customer satisfaction, value delivery, and a positive experience throughout the service journey, using indicators such as CSAT, NPS®, SLA, productivity, quality, and reduction of repeat contacts.

What your main will be:

• Resolution of demands received via digital channels, voice, and email;
• Relationship management with B2B customers (Legal Entities);
• Delivery of excellence indicators in service;
• Identification of opportunities for improvement in the customer journey;
• Proactive action to avoid new contacts;
• Humanized and resolute conduct in the first contact;
• Complete evaluation of the customer journey;
• Regularization of access to Serasa Experian solutions;
• Clarification of questions about solutions and internal processes;
• Triage of systemic and financial demands;
• Clear, empathetic communication aligned with the Experian Way values;
• Continuous learning and updating of knowledge.

Qualifications

What we are looking for in you:

• Completed high school (higher education will be a plus);
• Experience in B2B service;
• Techniques for humanized and resolute service;
• Knowledge of email tools and Microsoft Excel;
• Desirable knowledge of Zendesk, Salesforce, CSAT, NPS, Microsoft Teams, and Outlook;
• Proactivity, empathy, and customer focus; Problem-solving profile; Good emotional management and interpersonal relationships.

Additional Information

Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and businesses, in Brazil we are more than 4,000 people working in diverse teams and specialties. Here, each knowledge 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 in which people can balance their careers with their personal commitments and interests, valuing well-being.

We are very 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 various market certifications: we have been awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right track, providing an increasingly better work environment for our talent.

Experian Careers - Creating a better tomorrow together

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