Consumer Care Agent

more at experianplc.com.

Description

Why this role is critical to us?

This role is essential to our organization as it directly supports the management of consumer disputes, a process regulated by the National Credit Regulator. Ensuring compliance with the NCR is not only a legal obligation but also a key component of maintaining consumer trust and data integrity.

Consumer Care Agents in this role contribute by:

• Handling a wide range of consumer queries, including email and web-based complaints.

• Taking inbound calls to assist with credit report-related questions.

• Logging, investigating, and resolving disputes in line with regulatory standards.

• Supporting our consumer self-service platform, Up, through activations and unlocking services.

• Engaging with consumers across digital channels, including Facebook, Ed (our chatbot), WhatsApp, and HelloPeter, to ensure timely and professional resolution of queries.

What you'll need to bring to the party?

• Customer-Centric Mindset

• Effective Communication

• Digital Adaptability

• Resilience and Stress Tolerance

• Attention to Detail

• Team Collaboration

• Execution and Follow-through

• Analytical Thinking

• Social Media Savvy

• Initiative and Accountability

• Tech Literacy

• Target Driven

• Innovation

• Accounting

• Living the Experian Way Behaviours

What you'll be doing

• Delivering Exceptional Consumer Support

• Responding to credit report queries via telephone

• Capturing and logging disputes

• Investigating disputes

• Resolving and closing disputes

• Supporting the Up platform

• Managing social media interactions

Qualifications

• Grade 12 / NQF4

• Customer Service Certificate

• Experience in a Contact Centre environment

• Proven track record in delivering customer service excellence

Additional Information

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

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