Customer Operations Executive

About Experian

Experian is the world's leading global information services company. During life's big moments — from buying a home or a car to sending a child to college to growing a business by connecting with new customers — we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.

We have 17,800 people operating across 44 countries, and every day we're investing in new technologies, talented people and innovation to help all our clients maximize every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

Learn more at www.experianplc.com or visit our global content hub at our global news blog for the latest news and insights from the Group.

Experian Data Quality is a global leader in providing data quality software and services. We help our clients to proactively manage the quality of their data through world class validation, matching, enrichment and profiling capabilities. With flexible SaaS and on-premise deployment models, Experian Data Quality software allows organisations around the world to truly connect with their customers by delivering intelligent interactions, every time.

Our Targeting products helps organisations define, understand and engage audiences online, offline and in a local area. We use consistent and predictive definitions of audiences, combined with rich and insightful data and analytics to help our clients acquire new customers, value existing ones and provide personalised services based on an understanding of them as individuals

This exciting role is responsible for supporting the Australian & New Zealand Senior Account Managers in the DQT business. You will be helping to set up and support new and existing clients across the Australian and New Zealand markets.

The role is based in Kuala Lumpur, Malaysia and will report to the DQT Team Leader in KL.

As a Customer Executive, you will enable the sales teams to be successful through key administration support and engage with our Top Tier clients to deliver excellence in customer service. You will also support the Customer Operations Manager with adhoc tasks to contribute to the growth and profit of our organization.

This role is a great opportunity to gain experience in a dynamic environment, while supporting the sales team in achieving their individual and business targets, with Sales enablement front of mind.

What you’ll be doing

- Building relationships with account managers and supporting them in processing quotes & orders across new business and renewals

- Maintaining strong relationships with Top Tier clients

- Responding to customer enquiries and delivering customer care calls

- Reviewing documentation in preparation for audits

- Performing administrative work, e.g. elimination of duplicate accounts in Salesforce, scheduling customer care calls, distribution of welcome emails and other adhoc tasks

- Consistently developing efficient systems/processes and Investigating and resolving business unit challenges

- Reviewing operating procedures and keeping our training documentation and workflows up to date

- Verifying the identify of a client from the completed credentialing application form against a list of baseline requirements across new or existing client relationships.

- Preforming sanction screening on clients, beneficial owners (where applicable) and other parties.

- Reviewing client and industry type against the standards outlined in the global industry watchlist process, Experian’s potential risk (reputational/financial) associated with some clients/industries.

- Identifying & obtaining additional approvals where clients are subject to enhanced due diligence based on data volume or customer activity or behavior

- Maintaining records of due diligence preformed against the client record in SF with red flags observed and addressed.

You will be an experienced administration professional with a high attention to detail and an ability to work closely with key stakeholders, supporting them to achieve their objectives.

We are looking for someone who is/has:-

- Proactive with an ability to self-manage

- Customer service or administration experience (essential)

- Strong attention to detail and analytical skills

- Excellent communication and presentation skills

- Ability to work well both independently and as part of a team

- Experience working in a fast-paced environment and to tight deadlines

- Ability to negotiate and build relationships

- Competent in Microsoft Office/Computer Literacy

Experience

• At least 2 years of experience working in;

• a Customer Service or administrative role

• a professional environment

• a fast-paced environment, delivering to tight deadlines

Knowledge

• Competent in Microsoft Office

• Previous use of Salesforce.com CRM would be an advantage

Qualifications

• University Degree

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