CAS AGENT
Company Description
- Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.
Job Description
Area Overview: The area is responsible for the attention and resolution of requests and first-level support for customers and citizens regarding inquiries and incidents received through different contact channels: Call Center, Citizen Service Experience Centers (CAS), email, portal, chat (Datina), and ensures the resolution of requests and incidents at the first and second levels.
Purpose of the role: Guarantees excellence in service delivery and support to customers regarding citizen inquiries about their credit history, scores, and other products, formulation of alerts and claims, resolution of inconsistencies, and written communications. It also seeks to resolve inquiries, incidents, and requests from subscriber users that arise through the different service channels established by the company.
Responsibilities of the role:
- In-person citizen service and support.
- Management of requests, complaints, and claims.
- Filing of written communications – Requests.
- Support and delivery of information to the citizen – Credit history.
- Responses to requests via email.
- Handling of Back office requests.
- Promoting products to the citizen – cross-selling.
Competencies:
- Customer Service
- Negotiation skills and communication ability.
- Deep knowledge of products and services.
- Attention to detail and adherence to procedures.
Why is this role critical for us?
This role is part of the citizen service team, which we are legally required to guarantee for the attention and support of our citizens.
Location: Bogota – Experience Center, Outlet Factory Shopping Center, Av. Americas # 62 -84, Units 71 and 72, 2nd floor.
Qualifications
Education: Students of administrative or related fields – Technical or Technologist degree.
Experience: Minimum of one year in customer service or operations and service.
Required technical knowledge: Proficiency in office tools – customer service – sales – support.
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 awarded: Great Place To Work™ in 24 countries, FORTUNE Best Companies to Work For, and Glassdoor Best Places to Work (globally 4.4 stars), to name a few. Take a look at 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 to work regardless of gender, ethnicity, religion, color, sexuality, physical ability, or age. If you have a disability or special need that requires accommodation, please let us know as soon as possible.
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