Coordenador de Gestão do Cliente / São Carlos-SP at Experian

Sao Carlos, Southeast, Brazil -

Full Time

Start Date

Immediate

Expiry Date

09 Jun, 26

Salary

0.0

Posted On

11 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Customer Service, KPI Management, CX Focus, Results Orientation, Quality Focus, Process Improvement, Service Level Monitoring, SLA Monitoring, CSAT, NPS, Team Development, Problem Solving, Stakeholder Relationship

Industry

Information Services

Description

Company Description Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com. Job Description Encantar clientes e ter um Time de Alta Performance: esse é o nosso propósito! Somos apaixonados por garantir a melhor experiência para nossos clientes externos e internos. Estamos sempre disponíveis e buscamos oferecer o melhor atendimento em cada interação que nossos clientes têm com a nossa empresa, apoiados por um Time de Alta Performance. Para isso, buscamos pessoas engajadas em criar experiências de atendimento excelentes para nossos clientes, com liderança capaz de construir um time em um ambiente de alta performance, valorizando a individualidade e guiando o time para alcançar resultados. Qualifications O que buscamos em você! • Ensino superior completo; • Inglês fluente (obrigatório); • Experiência em gestão de equipes; • Experiência em atendimento ao cliente com foco em KPIs de CX; • Orientação para resultados e qualidade. Quais serão às suas principais responsabilidades: Monitorar e garantir a entrega dos resultados; Desenvolver o time para atingir um alto padrão de qualidade no atendimento; Melhorar e simplificar processos para aumentar a autonomia e a capacidade de resolução da equipe de atendimento. Acompanhar indicadores de atendimento (Service Level, SLAs, Resolução/recorrências, CSAT, NPS, Contact Rate, entre outros); Desenvolver o time para alcançar resultados com alto padrão de qualidade e produtividade, entendendo as necessidades individuais para trabalhar as competências necessárias de cada pessoa; Atuar na identificação de melhorias de processos, buscando áreas parceiras para promover simplificação e aumentar a autonomia do time, permitindo oferecer um atendimento ainda melhor aos nossos Clientes. Buscamos um profissional que saiba trabalhar em equipe, tenha bom relacionamento com áreas parceiras, consiga identificar necessidades dos clientes, propor melhorias e ser orientado à solução. 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 Find out what its like to work for Experian by clicking here Employee Status: Regular Role Type: Hub Department: Sales & Business Development Schedule: Full Time

Responsibilities

The core responsibilities involve monitoring and ensuring the delivery of results while developing the team to achieve a high standard of service quality. This includes improving and simplifying processes to increase the team's autonomy and resolution capacity.