L1 Client Services Advisor - 12-month Contract

The Client Service Advisor is an essential role within our Client Operations team serving as the primary point of contact for all B2B client product and support inquiries. This role supports clients across Australia New Zealand and internationally requiring a proactive individual who thrives in a dynamic environment and excels at building strong relationships with both internal and external stakeholders. As a Client Services Advisor you will leverage your knowledge of Experian products and services along with broader industry expertise to deliver exceptional service and represent the Experian brand with excellence.

Key Responsibilities:

• Client Enquiries Management: Handle daily client enquiries through a variety of different channels providing accurate information and solutions; striving for first-time resolution and ensuring exceptional client service.
• Client Request Coordination: Manage and address client requests efficiently and within agreed SLAs offering education and guidance as needed.
• Internal Collaboration: Work closely with Experian teams on more complex support matters to resolve client requests ensuring a seamless and coordinated approach to client support. This might involve collaborating with the IT team to troubleshoot a technical issue affecting multiple clients.
• Administrative Tasks: Execute various administrative responsibilities including processing client requests and maintaining accurate records.
• Ideal candidates possess proven experience in high-paced client service environments strong problem-solving abilities and a commitment to continuous improvement and excellence in B2B client service.

What youll need to bring to the role:

• Experience in a fast-paced B2B client service environment demonstrating the ability to handle a large volume of enquiries efficiently.
• Excellent verbal and written communication skills capable of composing professional correspondence and managing complex phone enquiries.
• Demonstrated problem-solving and analytical skills with a track record of resolving client issues effectively and efficiently especially where issues require strong collaboration across teams locally and regionally.
• Familiarity with Experian products and services as well as broader industry insights to provide informed support.
• Skill in fostering strong relationships with clients and stakeholders ensuring trust and reliability.
• A proactive approach to managing client inquiries and requests anticipating needs and delivering exceptional service.

Work that matters - What youll be doing

• Resolving Client Issues: By addressing and resolving client inquiries efficiently you ensure clients have a positive experience with Experians products and services.
• Providing Expert Guidance: Offering clients valuable insights and guidance on how to best use Experians products can help them achieve their business goals.
• Facilitating Seamless Support: Collaborating with internal teams to resolve complex issues ensures that clients receive comprehensive and coordinated support. This teamwork can lead to quicker resolutions and a more seamless client experience.
• Building Strong Relationships: Developing and maintaining strong relationships with clients fosters trust and reliability. Clients who feel valued and supported are more likely to continue using Experians services and recommend them to others.
• Ensuring Accuracy and Efficiency: By meticulously handling administrative tasks and maintaining accurate records you contribute to the overall efficiency and reliability of the client support process. This attention to detail helps prevent errors and ensures that client interactions are well-documented.
• Driving Continuous Improvement: Your commitment to continuous improvement means you are always looking for ways to enhance the client support process. This proactive approach can lead to innovations that improve service quality and client satisfaction.

Through these activities you will play a crucial role in enhancing the client experience and contributing to the success of both Experian and its clients.

Qualifications :

More about you

• Client Service & Experience Excellence: Demonstrated ability to provide exceptional B2B client service with strong active listening and empathy skills to understand and address client needs effectively.
• Communication Proficiency: Excellent verbal and written communication skills capable of conveying information clearly and professionally in both phone and written interactions.
• Problem-Solving Ability: Strong analytical and problem-solving skills with the capacity to investigate and resolve complex client enquiries efficiently.
• Adaptability and Initiative: Flexibility to adapt to challenging situations and a proactive approach to identifying and implementing improvements in processes and service delivery.
• Team Collaboration: Ability to work effectively both independently and as part of a team fostering positive relationships with colleagues and stakeholders to achieve common goals.

Why this role is important to us

The Client Services Agent is essential in shaping the client experience at Experian across our vast product suite. As the first point of contact for client enquiries you play a critical role in resolving issues and delivering exceptional service that embodies the brands values. This role offers an exciting opportunity to work in a dynamic fast-paced environment where your contributions directly influence client satisfaction and trust. Joining Experian means becoming part of a global leader in information services where innovation growth and a commitment to making a positive difference are at the heart of everything we do.

Additional Information :

Benefits/Perks:

• Novated Leasing & Salary Packaging
• Great compensation package and bonus / commission plan
• Core benefits including Experian shares discount and wellness program
• Flexible working environment hybrid model
• Flexible time off including volunteer time off personal leaves and paid holidays
• 17 weeks of Paid Parental Leave family care leave and up to 5 days study leave

Our uniqueness is that we celebrate yours. Experians 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. Experians people first approach is award-winning; Worlds 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 Experians 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

Remote Work :

No

Employment Type :

Full-time