Service & Retain US Agent

Overview

This is an entry-level position responsible for handling various queries received either telephonically, through live chat, fax, ticket or email from consumers regarding their credit reports and Trans Union products. The associate provides prompt assistance and resolution to consumer inquiries, including disputes, opt‑outs, password resets, and other product‑related queries. They troubleshoot and analyze system errors, apply fixes where possible, and escalare and track unresolved issues for further review.

The role involves maintaining constant communication with their team leader about any issues or error trends and may include mentoring peers by sharing best practices. Additionally, the associate ensures compliance with all Trans Union and other relevant regulatory requirements. They also may work on special projects as assigned.

• Play a crucial role in maintaining customer relationships by developing strategies to retain clients.
• Professionals handle customer inquiries, resolve issues, and work to enhance customer satisfaction while identifying opportunities to upsell whenever possible.
• Addressing any questions or concerns the customers might have promptly.
• Effectively resolving customer complaints by providing quick and satisfactory solutions.
• Engage with customers intending to cancel their services, using persuasive communication skills to understand their concerns and offering solutions to retain
• Document all customer interactions, feedback, and the outcome of retention efforts in the company’s CRM system for future reference and analysis.
• Processing orders and transactions.
• Retain clients with providing product and service information/ benefits.

• Excellent communication & written skills in English.
• Proficient time management.
• A positive & cooperative attitude.
• Detail orientated and ability to multi‑task.
• Experience of working in a call center or sales. Preferably more than 1 year of call center experience.
• Experience of working with sensitive information.
• Ability to adapt to changes according to the business needs of the company.
• Understanding of the banking or credit referencing industry is desirable, but not essential.
• Ability to work well within a team and communicate with other departments.
• In‑depth knowledge of sales and marketing software.
• Excellent customer service skills and passion for sales.

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.

Should you have not heard from us within 3 weeks from applying, please regard your application as unsuccessful.

Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day‑to‑day basis for the purpose of your proposed employment. You can be based anywhere in South Africa that has fibre, but will not be able to work in a location outside of South Africa.

A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre in order to work effectively.

This is a remote position which may require occasional in‑person attendance at work‑related events at the discretion of management.

Rep I, Consumer Operations Support