Job Description

Company Description
About Experian Experian is the world\xe2\x80\x99s leading global information services company. During life\xe2\x80\x99s big moments \xe2\x80\x94 from buying a home or a car to sending a child to college to growing a business by connecting with new customers \xe2\x80\x94 we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime. We have 17,800 people operating across 44 countries, and every day we\xe2\x80\x99re investing in new technologies, talented people and innovation to help all our clients maximize every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index. Learn more at www.experianplc.com or visit our global content hub at our global news blog for the latest news and insights from the Group.


As a member of our Customer Care Team, you will be the professional and client-centric voice of Experian Credit Services Singapore, addressing enquiries, feedback, and disputes about our products and services through all communication channels. You will provide solutions in ways that best meet our customers\xe2\x80\x99 requirements in accordance with our organization\xe2\x80\x99s best practices and deliver best-in-class service experience to our customers. Areas of work include Customer Care Support, Disputes Management, Customer Data Maintenance and Lead Qualification. We are looking for a self-driven, accountable, assertive team-player with a can-do-attitude and relevant experience in Customer Service to succeed in this role. The ideal candidate must have worked in MNC / financial institutions and has demonstrated track records to overcome the complexities of working in a fast-paced and challenging environment. What you\xe2\x80\x99ll be doing

• Establish and maintain thorough knowledge of company\xe2\x80\x99s products, processes, and systems.
• Provide best-in-class service experience to customers through effective handling of all enquiries, feedback, and disputes in a timely and professional manner within committed service-level-agreement (SLA).
• Understand customer requirements, qualify, and generate leads or provide direct product recommendations, through prompt and effective communication and collaboration with different cross functional teams.
• Achieve or exceed hard targets and objectives (e.g: Service Quality Rating).
• Accurate and timely maintenance of customers\xe2\x80\x99 data via our CRM systems.
• Provide support in system upgrade, product launches or Business Continuity Plan (BCP) which may take place during non-operational hours/days, as required.
• Assume any report or task assigned that are relevant to customer service.
• Adherence to Heightened Security Area (HSA) measures where access to mobile phone and all other recording devices in restricted working zone is not allowed.

Qualifications
What you\xe2\x80\x99ll need to bring to the party

• Minimum 2 years of experience in customer service and dispute management
• Strong sense of client-centricity and ability to connect with diverse client profiles (both B2C and B2B)
• Outstanding interpersonal and communication skills, written and verbal
• Excellent situational-handling skills and ability to thrive in a fast-paced environment
• Proactive with a positive learning attitude and desire to learn the ropes
• Proven ability to excel both independently and as part of a team
• Bilingual candidate (English & Mandarin) is preferred
• Diploma/Degree in business or relevant studies is preferred
• Familiarity with Singapore business landscape is preferred

Additional Information
Adhere to Experian policies and procedures

• Work under the Experian behaviours and values
• Facilitate and drive performance management processes
• Champion a culture where the fair treatment of customers is at the heart of the Experian business
• Ensure that by leading by example, you adhere to all regulatory requirements and apply appropriate controls in the interests of customers. Through the adoption of a top down approach, demonstrate a culture where all our people understand their regulatory obligations, including what the fair treatment of customer\xe2\x80\x99s means to them and our organization

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