Operations and Service Specialist ECS

Job description

Purpose of the role: Provide exceptional customer service, ensuring timely and effective resolution of their requirements.

Analyze relevant data to identify opportunities for improving customer experience and optimizing customer base management.

Deliverables:

1. Midatacredito plan reconciliation reports

2. Manage the collection process for Midatacredito customers

3. Manage requests and claims from Midatacredito Customers and users

4. Report and follow-up on detected incidents

Responsibilities of the role:

• Perform reconciliation of Midatacrédito plan purchases: Verify and validate that transactions made by customers match accounting and banking records, ensuring accuracy in revenue and correct application of payments.
• Manage Midatacrédito plan purchase chargebacks: Address and follow up on chargeback cases presented by customers, collecting necessary documentation, responding to financial entities, and ensuring effective resolution of each case.
• Automation of operational and reconciliation processes that allow analyzing customer behavior information.
• Strategies with artificial intelligence to solve and resolve customer service requirements.
• Attend to and manage citizen requests, complaints, and inquiries through various channels (phone, email, chat).
• Follow up on open cases until satisfactory resolution.
• Analyze customer interaction data to identify patterns, improvement opportunities, and critical service points.
• Generate periodic reports on satisfaction indicators, response times, and operational efficiency.
• Propose and implement strategies to improve customer experience and increase loyalty.
• Collaborate with sales, marketing, and product teams to align efforts in optimizing the customer base.
• Report and follow up on incidents reported by customers or identified in the process.
• Design and implement customer retention strategies: Analyze user behavior and cancellation causes to develop actions that improve satisfaction, reduce churn rate, and strengthen current customer loyalty.

Qualifications

• Background in Administration, Industrial Engineering or related fields and minimum 4 years of experience in similar roles.
• Analytical skills, automation skills, and proficiency in tools such as Advanced Excel (pivot tables, formulas, macros), Power BI, Python, Power Automate, Confluence, Documentation and collaboration tools.
• Empathy and service orientation, Analytical thinking, Teamwork, Adaptability.
• Basic English.

Additional Information

Our uniqueness is that we celebrate what makes us different. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what really matters: DEI, work-life balance, development, authenticity, engagement, collaboration, well-being, reward and recognition, volunteering... and the list goes on. Experian's strong people-first approach has been recognized: Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 stars), to name a few. Check out Experian Life on social media or our careers site to understand why.

Experian is proud to be an equal opportunity and affirmative action employer. Innovation is a fundamental part of Experian's DNA and practices, and the diversity of our workforce drives our success. Everyone can succeed at Experian and bring their whole self regardless of gender, ethnicity, religion, color, sexuality, physical ability, or age. If you have any disability or special needs that require accommodations, please let us know as soon as possible.

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