Company Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.
We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.
We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.
Job Description
This role is an essential role within our Client Operations team, serving as the primary point of contact for all B2B client product and support inquiries. This role supports clients across Australia, New Zealand, and internationally, requiring a proactive individual who thrives in a dynamic environment and excels at building strong relationships with both internal and external stakeholders. As a Client Services Advisor, you will leverage your knowledge of Experian products and services, along with broader industry expertise, to deliver exceptional service and represent the Experian brand with excellence.
Key Responsibilities:
- Client Enquiries Management: Handle daily client enquiries through a variety of different channels providing accurate information and solutions; striving for first-time resolution and ensuring exceptional client service.
- Client Request Coordination: Manage and address client requests efficiently and within agreed SLA’s, offering education and guidance as needed.
- Internal Collaboration: Work closely with Experian teams on more complex support matters to resolve client requests, ensuring a seamless and coordinated approach to client support. This might involve collaborating with the IT team to troubleshoot a technical issue affecting multiple clients.
- Administrative Tasks: Execute various administrative responsibilities, including processing client requests and maintaining accurate records.
- Ideal candidates possess proven experience in high-paced client service environments, strong problem-solving abilities, and a commitment to continuous improvement and excellence in B2B client service.
What you’ll need to bring to the role:
- Experience in a fast-paced B2B client service environment, demonstrating the ability to handle a large volume of enquiries efficiently.
- Excellent verbal and written communication skills, capable of composing professional correspondence and managing complex phone enquiries.
- Demonstrated problem-solving and analytical skills, with a track record of resolving client issues effectively and efficiently, especially where issues require strong collaboration across teams locally and regionally.
- Familiarity with Experian products and services, as well as broader industry insights, to provide informed support.
- Skill in fostering strong relationships with clients and stakeholders, ensuring trust and reliability.
- A proactive approach to managing client inquiries and requests, anticipating needs, and delivering exceptional service.
Work that matters - What you’ll be doing
- Resolving Client Issues: By addressing and resolving client inquiries efficiently, you ensure clients have a positive experience with Experian's products and services.
- Providing Expert Guidance: Offering clients valuable insights and guidance on how to best use Experian's products can help them achieve their business goals.
- Facilitating Seamless Support: Collaborating with internal teams to resolve complex issues ensures that clients receive comprehensive and coordinated support. This teamwork can lead to quicker resolutions and a more seamless client experience.
- Building Strong Relationships: Developing and maintaining strong relationships with clients fosters trust and reliability. Clients who feel valued and supported are more likely to continue using Experian's services and recommend them to others.
- Ensuring Accuracy and Efficiency: By meticulously handling administrative tasks and maintaining accurate records, you contribute to the overall efficiency and reliability of the client support process. This attention to detail helps prevent errors and ensures that client interactions are well-documented.
- Driving Continuous Improvement: Your commitment to continuous improvement means you are always looking for ways to enhance the client support process. This proactive approach can lead to innovations that improve service quality and client satisfaction.
Through these activities, you will play a crucial role in enhancing the client experience and contributing to the success of both Experian and its clients.
Qualifications
More about you
- Client Service & Experience Excellence: Demonstrated ability to provide exceptional B2B client service, with strong active listening and empathy skills to understand and address client needs effectively.
- Communication Proficiency: Excellent verbal and written communication skills, capable of conveying information clearly and professionally in both phone and written interactions.
- Problem-Solving Ability: Strong analytical and problem-solving skills, with the capacity to investigate and resolve complex client enquiries efficiently.
- Adaptability and Initiative: Flexibility to adapt to challenging situations and a proactive approach to identifying and implementing improvements in processes and service delivery.
- Team Collaboration: Ability to work effectively both independently and as part of a team, fostering positive relationships with colleagues and stakeholders to achieve common goals.
Why this role is important to us
The Client Services Agent is essential in shaping the client experience at Experian across our vast product suite. As the first point of contact for client enquiries, you play a critical role in resolving issues and delivering exceptional service that embodies the brand's values. This role offers an exciting opportunity to work in a dynamic, fast-paced environment, where your contributions directly influence client satisfaction and trust. Joining Experian means becoming part of a global leader in information services, where innovation, growth, and a commitment to making a positive difference are at the heart of everything we do.
Additional Information
Benefits/Perks:
- Novated Leasing & Salary Packaging
- Great compensation package and bonus / commission plan
- Core benefits including Experian shares discount and wellness program
- Flexible working environment, hybrid model
- Flexible time off including volunteer time off, personal leaves and paid holidays
- 17 weeks of Paid Parental Leave, family care leave and up to 5 days study leave
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, 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
