Operations Associate

12 Months Fixed Term Contract

The Business Contact Centre Representative is responsible for providing inbound and outbound support to our customers on our products and services, invoice queries and login details, whilst maintaining a high level of customer service when providing support and advice to the customer.

What you'll do

• Deliver excellent customer service via phone and email assisting with inquiries.

• Respond to client's queries in a timely manner meeting KPI's.

• Handle complaints and dissatisfaction in a highly professional manner

• Execute the fulfilment/delivery of all product and services to meet targeted SLA's.

• Utilize and follow standard operating procedures, to ensure team standards are met and compliance rules are followed.

• Work closely with our other Operations teams and Sales team to follow through on your work.

• Ensure compliance with privacy and security guidelines when handling sensitive customer data. 

• Maintain a positive and solution oriented approach to ensure a positive experience for our customers. 

• Ability to adapt and learn new skills and processes quickly as products and requirements change. 

What experience you need

• Strong communication skills, both written and oral.

• You'll need to be somewhat tech-savvy, we work on our laptops for all tasks.

• Time management skills, working well to deadlines.

• You'll want to be analytical, and the ability to critically think on the go.

• A team player who is keen to have a group of people with you through the good and hard times.

• Works well under pressure, sometimes it can get busy.

• You'll need empathy, we get all types of calls and emails. Some you may think are silly, and others are heavy in content.

• Experience and understanding of KPI's and SLA's.

What could set you apart

• You've worked at a Call Centre before.

• To really be successful in this role you'll want to be confident and keen to build long lasting relationships.

• Interested in your own growth, you want more than just a job.

• Interested in continuous improvement, our process isn't perfect so help us fix it

• Also, none of the above. We're open to new to the industry and out of school/university.

What's in it for you? 

At Equifax, we are on a mission to ensure that you have the support, resources and opportunities to Power Your Possible. Here are just a few ways we give back to our teams.

• Hybrid Work Model 

• Additional Leave Allocations + Public Holiday Swaps 

• Discounted Gym Memberships

• Discounted Private Health Cover (and discounted Pet Insurance if you want it) 

• Employee Stock Purchase Plan 

• Career Development and Learning

• A Diverse and Inclusive Workplace and Environment 

• Wellbeing Resources

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