L1 Support Specialist

This role 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 SLA’s, 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.

**What you’ll 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 you’ll be doing**
- Resolving Client Issues: By addressing and resolving client inquiries efficiently, you ensure clients have a positive experience with Experian's products and services.
- Providing Expert Guidance: Offering clients valuable insights and guidance on how to best use Experian's 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 Experian's 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.

About Experian

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.

Experience and Skills

**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: