Client Care - Indirect Support Representative

The Client Care - Indirect Support Representative at Experian is responsible for providing general support to Reseller and Public Sector clients, managing entire support relationships, resolving technical and billing issues, and facilitating client onboarding. You will also maintain crucial account details, educate customers about new and existing products, and assist with escalated client issues.

To qualify for the Client Care - Indirect Support Representative position at Experian, candidates should have a minimum of 2 years of relevant experience, strong organizational and communication skills, proficiency in Excel, and an English test score of 70 or higher. Knowledge of consumer or commercial products is also beneficial.

Experian supports its Client Care representatives through various employee benefits like medical, dental, and life insurance, a flexible work-from-home policy, educational reimbursement, and annual performance bonuses. The company values diversity and inclusion, ensuring a supportive workplace culture.

As a Client Care - Indirect Support Representative at Experian, you'll use Salesforce to track client interactions and support requests. You'll also engage with other internal tools for product implementations and coordination with different departments, ensuring seamless client service.

Yes, the Client Care - Indirect Support Representative position at Experian is a permanent home-based role located in Heredia, Costa Rica, allowing employees to enjoy a flexible work environment.

When faced with escalated client issues, I first listen carefully to the client's concerns, validate their feelings, and gather as much information as possible. I then work collaboratively with team members to find a solution promptly, ensuring the client feels supported and informed throughout the process.

In my previous position, a client faced persistent technical glitches with our product. I diagnosed the issue through careful troubleshooting and coordinated with the technical team to implement a fix. I then reached out to the client to explain the resolution, which restored their confidence in our services.

I use a combination of visual aids, hands-on demonstrations, and clear, step-by-step instructions to educate clients on new products. I believe in tailoring the information to the client's level of understanding, which helps them grasp the product's value and application in their work.

I prioritize support requests by assessing the urgency and impact of each issue. I maintain clear communication with clients regarding expected timelines and ensure that high-impact requests are addressed promptly while keeping track of all inquiries in an organized manner.

I have extensive experience using Salesforce for tracking customer interactions, managing support tickets, and generating reports. This experience has taught me the importance of database management in optimizing client care processes and enhancing customer satisfaction.

I believe regular communication is key in a remote environment. I would contribute by actively participating in team meetings, using collaboration tools to share updates, and offering assistance to colleagues when needed, fostering a culture of support and accountability.

I believe the most important skill for a Client Care Representative is effective communication. This involves listening actively, articulating solutions clearly, and adapting to various client communication styles to ensure their needs are met.

I stay updated on product features and industry trends by actively participating in training sessions, webinars, and reading industry publications. Engaging with colleagues and seeking feedback from clients also provides valuable insights.

During peak periods, I manage stress by prioritizing tasks and breaking them into manageable steps. I maintain a positive attitude and utilize time management techniques to ensure that I address all clients' needs without becoming overwhelmed.

My motivation comes from a strong desire to make a positive impact on clients’ experiences. Knowing that my work contributes to resolving their issues and helping them utilize our products effectively gives me a sense of fulfillment and drives me to excel in my role.