Customer Service Analyst

hace 3 meses

Armilla, España Experian A tiempo completo

Full-time

Employee Status: Fixed Term

Role Type: Hybrid

Department: Customer Service

Schedule: Full Time

**Company Description**:
We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making.

We also help people to check their credit report and credit score, and protect against identity theft. In 2020, for the sixth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies.”

We employ approximately 20,000 people in 40 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.

At Experian, we are committed to building an inclusive culture and to creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process.

Working within the EMEA CSDA Operations Spain Application Support teams, contributing to client satisfaction by providing 1st line support to clients to resolve client´s incidents and requests following stablished procedures and tools.

**Main responsibilities**
- Learn the basic concepts involved on different Experian products and services and being able to recognize them when used by client or resolver groups to ensure accurate communication and being able to tell how critical an incident is according to stablished SLA with clients, depending on affected environments, impacted clients, functionalities, etc.
- Manage client’s expectations by excellent communication skills
- Being able to analyze and synthetize the client’s needs and to identify if the incident is technical related or business related.
- Raise tickets in ITSM tool providing a clear and accurate details of client’s incident/request.
- Resolve incident/request on first call when applicable
- Contacting different teams to ensure the incident’s resolution (Spanish or English when required).
- Being able to gather more information from client when requested by resolver teams.
- Generate extracts using Experian tools.
- Ability to read a log file and understand possible causes of an incident.
- Manage processes as per best practices (Experian and ITIL).
- Follow procedures for logging and resolving incidents/requests (Specific incident management processes are used for critical (P1/P2) incidents.)
- Generate incident/request detailed reports upon request
- Ensure quality of information logged in ITSM tool is accurate across incident/request lifecycle.
- Follow post incident reviews processes.
- Follow change management processes.
- Follow continuous improvement processes
- This position can require of a 24x7 on call rota (shift) participation schema

**Teamwork**
- Actively seeks to share knowledge within the team.
- Work closely with the other members as directed by Team Lead

**Qualifications**

REQUIRED KEY SKILLS (FUNTIONAL / TECHNICAL)
- Experienced in similar position (Service Desk or client services team)
- Experience of working in a customer focused business/technical support function
- Personal organization skills, agility performing tasks and both oral/written communication skills

**Other Skills**:

- Ownership and Commitment
- Emotional Intelligence
- Learning Agility
- Customer Centricity
- Judgement and Common sense
- Risk Management
- Technology and business Integration

**REQUIRED QUALIFICATIONS / EXPERIENCE**
- Experience in Customer Service/Support, Contact Center, Sales or relevant Client facing teams.

**Additional information**

**DESIRED**
- Familiar with SLAs and KPIs measurement
- Advanced to Fluent English (B2/C1)
- Knowledge of ITIL frameworks

**Qualifications**:

- Experienced in similar position (Service Desk or client services team)
- Experience of working in a customer focused business/technical support function
- Personal organization skills, agility performing tasks and both oral/written communication skills

**Other Skills**:

- Ownership and Commitment
- Emotional Intelligence
- Learning Agility
- Customer Centricity
- Judgement and Common sense
- Risk Management
- Technology and business Integration

**Desired**:

- Familiar with SLAs and KPIs measurement
- Advanced to Fluent English (B2/C1)
- Knowledge of ITIL frameworks

**Additional Information**:

- Experian across EMEA and APAC leverages cutting edge data science, inclusion and start-up mindsets to build tomorrow's credit solutions. Innovation is a critical part of Experian's DNA and practices. As is our diverse workforce, which drives ou

  • Customer Service Analyst

    hace 3 meses

    Armilla, España Experian A tiempo completo

    **Company Description** We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score, and protect against identity...

  • Customer Service Analyst

    hace 3 meses

    Armilla, España Experian A tiempo completo

    Full-time Employee Status: Regular Role Type: Hybrid Department: Customer Service Schedule: Full Time **Company Description**: We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision...

  • Customer Service Analyst

    hace 3 meses

    Armilla, España Experian A tiempo completo

    Company Description We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score, and protect against identity theft....

  • Sales Operations Analyst

    hace 3 meses

    Armilla, España Experian A tiempo completo

    Company Description **Who are Experian?** We are the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take...

  • Customer Support Specialist

    hace 2 semanas

    Armilla, Granada, España Booksy International Sp. z o.o. A tiempo completo

    At Booksy International Sp. z o.o., we are seeking a highly skilled Customer Support Specialist to join our team. As a key member of our customer-facing team, you will be responsible for ensuring our B2B customers receive exceptional service and support.Key Responsibilities:Customer Satisfaction: Guarantee flawless customer satisfaction following each...

  • Customer Support Specialist

    hace 2 semanas

    Armilla, Granada, España Booksy International Sp. z o.o. A tiempo completo

    At Booksy International Sp. z o.o., we are seeking a highly skilled Customer Support Specialist to join our team. As a key member of our customer-facing team, you will be responsible for ensuring our B2B customers receive exceptional service and support.Key Responsibilities:Customer Satisfaction: Guarantee flawless customer satisfaction following each...

  • Workday Functional Analyst

    hace 1 mes

    Armilla, España SD Worx A tiempo completo

    At SD Worx Spain, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation. We support SD Worx on most of the business areas such as HR, Finance, Marketing, Software Development, Testing, Implementation and Service Delivery. There are numerous opportunities at SD Worx...

  • Application Service Desk Agent

    hace 2 meses

    Armilla, España SD Worx A tiempo completo

    At SD Worx Spain, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation. We support SD Worx on most of the business areas such as HR, Finance, Marketing, Software Development, Testing, Implementation and Service Delivery. There are numerous opportunities at SD...

  • Payroll Manager

    hace 3 meses

    Armilla, España SD Worx A tiempo completo

    At SD Worx Spain, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation. We support SD Worx on most of the business areas such as HR, Finance, Marketing, Software Development, Testing, Implementation and Service Delivery. There are numerous opportunities at SD Worx...

  • Payroll Specialist

    hace 2 semanas

    Armilla, Granada, España SD Worx Belgium A tiempo completo

    We are seeking a highly skilled Payroll Specialist to join our team at SD Worx Belgium. As a Payroll Specialist, you will be responsible for mastering the entire Nordic payroll process from start to finish.Key Responsibilities:Process payroll for customers in the Nordic region, ensuring accuracy and compliance with relevant laws and regulations.Develop and...

  • Payroll Specialist

    hace 2 semanas

    Armilla, Granada, España SD Worx Belgium A tiempo completo

    We are seeking a highly skilled Payroll Specialist to join our team at SD Worx Belgium. As a Payroll Specialist, you will be responsible for mastering the entire Nordic payroll process from start to finish.Key Responsibilities:Process payroll for customers in the Nordic region, ensuring accuracy and compliance with relevant laws and regulations.Develop and...

  • Payroll Manager

    hace 3 meses

    Armilla, España SD Worx A tiempo completo

    At SD Worx Spain, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation. We support SD Worx on most of the business areas such as HR, Finance, Marketing, Software Development, Testing, Implementation and Service Delivery. There are numerous opportunities at SD Worx...

  • Payroll Specialist

    hace 1 semana

    Armilla, Granada, España SD Worx A tiempo completo

    Are you ready to embark on a new career journey in the world of Nordic payroll?SD Worx, a leading HR and payroll service provider, is seeking a talented individual to join our team in Málaga or Granada, Spain. As a Payroll Specialist, you will play a crucial role in helping employers from Sweden and other European countries with their Nordic payroll...

  • Payroll Specialist

    hace 1 semana

    Armilla, Granada, España SD Worx A tiempo completo

    Are you ready to embark on a new career journey in the world of Nordic payroll?SD Worx, a leading HR and payroll service provider, is seeking a talented individual to join our team in Málaga or Granada, Spain. As a Payroll Specialist, you will play a crucial role in helping employers from Sweden and other European countries with their Nordic payroll...

  • Functional SAP Payroll Consultant

    hace 3 meses

    Armilla, España SD Worx A tiempo completo

    SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and an office in Mauritius. Our goal? We bring people solutions to life. So, companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from...

  • Product Manager Ii

    hace 3 meses

    Armilla, España Certinia A tiempo completo

    **Product Manager II - Customer Lifecycle Experience (CLX) Platform** **ABOUT CERTINIA** **THE ROLE** Do you want to drive and lead the product innovation efforts? Do you love challenges? Are you comfortable leveraging the latest innovation and technology to build disruptive products? Do you thrive in a high-growth and global environment? Are you a...

  • Senior Project Manager

    hace 4 meses

    Armilla, España SD Worx A tiempo completo

    At SD Worx Spain, we are focused on building capability and flexibility to meet the growth of the business whilst increasing the profitability across the organisation. We support SD Worx on most of the business areas such as HR, Finance, Marketing, Software Development, Testing, Implementation and Service Delivery. There are numerous opportunities at SD Worx...

  • Payroll Specialist

    hace 2 semanas

    Armilla, Granada, España Sd Worx A tiempo completo

    About Sd WorxSd Worx is a leading provider of payroll and HR solutions to Belgian organizations. Our innovative products and comprehensive services have made us the market leader in this segment.Job SummaryWe are seeking a highly skilled Payroll Specialist to join our team. As a Payroll Specialist, you will be responsible for guiding and advising clients on...

  • Payroll Specialist

    hace 2 semanas

    Armilla, Granada, España Sd Worx A tiempo completo

    About Sd WorxSd Worx is a leading provider of payroll and HR solutions to Belgian organizations. Our innovative products and comprehensive services have made us the market leader in this segment.Job SummaryWe are seeking a highly skilled Payroll Specialist to join our team. As a Payroll Specialist, you will be responsible for guiding and advising clients on...

  • Agente Sspc

    hace 3 meses

    Armilla, España Experian A tiempo completo

    Full-time Employee Status: Regular Role Type: Hybrid Department: Customer Service Schedule: Full Time **Company Description**: Sobre nosotros Contamos con 20.000 personas que operan en 44 países. Al invertir en nuestra gente, tecnología e innovación, podemos ayudar a transformar los negocios, ayudar a las comunidades a prosperar, permitir que más...