Customer Service Executive

Experian unlocks the power of data to create opportunities for consumers, businesses and society. We gather, analyze and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done. Our 17,800 people in 45 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow.

What you’ll need to bring to the team:

• Demonstrate strong communication skills through active listening, understanding customer’s needs, and identifying actions to help customers to achieve their objective quickly.
• Assist customers with our products and services; advocate for solutions that will help customers to improve their creditworthiness.
• Effectively use systems to capture customer data and record information; accuracy and compliance are an absolute must
• Help customers understand credit bureau processes and educate on appropriate steps to request for corrections
• Initiative driven in completing tasks on time

What you’ll be doing:

• Service customers in ways that fit their needs most by familiarizing with products and services to give them the best solutions.
• Daily support for customers’ inquiries about products and services via incoming calls, emails, letters, walk-ins, etc.
• Acknowledge and respond to enquiry on timely basis.
• Handle customers’ enquiries and complaints effectively and professionally.
• Build and maintain good relationship with customers.
• Provide support in terms of developing and carrying out customer service strategies and plans to retain existing customers.
• Liaising with internal stakeholders such as data, IT, operations & etc. to ensure timely resolution of customers’ complaints
• Make product and service suggestions to meet the customer’s specific needs
• Perform ID verification and follow up documents with customers for delivery of report on timely basis.
• Document and record customer feedback in the system
• Follow up with customer to ensure their problem are resolved without further issues.
• Engage with new and existing customers via outbound calls for product renewal.
• Provide accurate, regular and timely comment to the management about customers’ commentaries, feedback on our products and services.
• Assist in UAT and live test for system enhancement.
• Any other matters as assigned.

More about you:

• At least 1 years of customer service experience
• Positive, service-oriented attitude
• Excellent written and verbal communication skills
• Ability to accurately produce reports and record essential information
• Organizational skills with the ability to manage numerous projects and priorities at once
• Ability to thrive in a fast-paced and sometimes high-pressure environment
• Possess good computer skills i.e. Microsoft Excel, Word, Power Point and excellent phone disposition
• Ability to meet compliance requirements
• Resilient to thrive in a complex environment