Helpdesk Customer Service Advisor

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.

We are seeking a proactive and customer-focused individual to join our team as a Helpdesk Customer Service Advisor. The role will involve managing and resolving customer queries and issues raised via email, telephone and live chat, ensuring a high standard of service and timely resolution. You will act as a key point of contact for customers, maintaining strong relationships and delivering effective solutions.

• Manage and respond to customer tickets submitted via email in a timely and professional manner
• Investigate and resolve customer queries, issues, and complaints effectively
• Prioritise incoming tickets based on urgency, impact, and service level agreements (SLAs)
• Maintain accurate records of all customer interactions and actions taken within ticketing systems
• Liaise with internal teams to resolve complex issues where required
• Provide clear and concise communication to customers, keeping them informed of progress
• Identify recurring issues and elevate or suggest improvements where appropriate
• Ensure compliance with internal processes, policies, and quality standards
• Support the wider team with ad hoc tasks and actions to ensure smooth day-to-day operations

• Previous customer service experience
• Live chat experience

Experian is also proud to be an Equal Opportunity and affirmative action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.