Customer Experience Assistant I

#### Company Description Experian is a global data and technology company that powers opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries. Our uniqueness is valuing yours. Experian's people-centric, inclusive, and purpose-driven culture is recognized by numerous awards — including World’s Best Workplaces™ 2025 (Fortune's Top 25 global) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity employer and affirmative action employer. #### Job Description Ensure the efficient management of the customer journey, working in an integrated manner with the Commercial, Contracts, Implementation, Support, Production, Operations, and Billing areas, ensuring quality and adherence to deadlines. Key Responsibilities: - Accompany the customer throughout the entire flow from advanced negotiation to the first billing. - Manage tickets and activities in corporate systems (Jira, CRM, Teams, among others). - Validate contractual regularization and track document pending items. - Monitor the progress of consignees and contracts related to the process. - Track implementation projects, training, layouts, automations, and data imports. - Act as a facilitator between the involved areas, removing impediments and identifying risks. - Monitor SLAs and ensure compliance with deadlines for each stage. - Monitor stabilization and the go-live of customers. - Validate the first processing and the first billing. - Prepare reports, presentations, and performance indicators. - Conduct follow-up meetings with internal customers and partner areas. - Participate in continuous improvement and process optimization initiatives. #### Qualifications - Higher education degree completed or in progress (desirable) - Advanced Office/Excel, Jira or ticket management tools. CRM. - Knowledge of indicators and SLAs. - Process mapping and improvement. Preparation of executive reports. - Experience with process or project management. Experience in internal customer service. Experience with operational monitoring and indicators. - Behavioral Competencies: Clear and objective communication. Organization and planning. Proactivity. Analytical capacity. Priority management. Teamwork. Sense of urgency. Adaptability. Negotiation and conflict management. Focus on results. Customer orientation. Role Quality Indicators: Average time between contract signature and billing. Compliance with SLAs. #### Additional Information Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and businesses, in Brazil we are more than 4,000 people working in diverse teams and specialties. Here, each knowledge and diversity complements each other and you can work on what you love most. We are committed to building an inclusive culture and an environment in which people can balance their careers with their personal commitments and interests, valuing well-being. We are very dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we were awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right path, providing an increasingly better work environment for our talent. Experian Careers - Creating a better tomorrow together [Find out what its like to work for Experian by clicking here](https://www.experian.com/careers/)