Customer Experience Assistant I

Description

**Company Description** Serasa Experian is the first and largest Datatech company in Brazil. A leader in risk and opportunity intelligence solutions, with a focus on credit journeys, authentication, and fraud prevention. Leveraging cutting-edge technology, innovation, and top talent, it transforms risk uncertainty into optimal decisions—helping individuals achieve their dreams and enabling businesses of all sizes and sectors to thrive. We have 22\.000 people operating across 32 countries, and every day we invest in new technologies, talented professionals, and innovation to help all our customers maximize every opportunity. With corporate headquarters in Dublin, Ireland, Experian is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100\. **Job Description** We are looking for a **Customer Management Assistant II** to join our team! This person will be responsible for providing support and customer service via telephone/online chat, ensuring a positive, effective, and humanized experience. **Responsibilities:** * Handle inbound customer inquiries via telephone/online chat; * Clarify doubts, register requests, and guide customers on products, services, and processes; * Address problems and manage complaints; * Record interactions in internal systems; * Monitor tickets and ensure timely follow-up with customers according to established deadlines; * Contribute suggestions for continuous improvement of customer service processes. **Qualifications** **Requirements:** * Completed high school education (higher education in progress is desirable); * Prior customer service experience, especially via telephone; * Strong verbal and written communication skills; * Ability to interact effectively with diverse customer profiles. **Preferred Qualifications:** * Experience with CRM tools and customer service systems; * Background working in call centers or contact centers. **Behavioral Competencies:** * Proactivity and empathy; * Organization and problem-solving focus; * Teamwork capability; * Resilience and emotional control. **Additional Information** Serasa Experian is much more than you imagine. With a purpose to create a better future by expanding opportunities for individuals and businesses, in Brazil we are over 4,000 people working across diverse teams and specialties. Here, every skill and form of diversity complements one another—you can work in what you love most. We are committed to building an inclusive culture and an environment where people can balance their careers with personal commitments and interests, prioritizing well-being. We are deeply dedicated to being one of the best and most innovative companies to work for in the country—enabling incredible experiences and careers for our people. Our strong people-first approach is externally recognized through numerous industry certifications: we have been awarded by Great Place To Work™ in 24 countries and hold the international Top Employers certification, in addition to being recognized as one of the best employers for young professionals and maintaining a 4.6 rating on Glassdoor. Each recognition confirms we’re on the right path—creating an increasingly better workplace for our talents. **Join the \#TimeVeloz!** Let’s grow together! We truly want to contribute to the growth of those around us. Our Purpose? To improve lives, share dreams, and celebrate achievements.