Customer Support & Inquiries: Handle inbound customer queries across multiple channels (e.g., Live Chat, email, phone calls, and TikTok social media) in a prompt, professional, and empathetic manner.
Issue Resolution: Investigate and resolve customer complaints, product/service issues, or delivery tracking concerns, coordinating closely with internal departments (logistics, fulfillment, or operations) to find quick solutions.
Order & Account Assistance: Assist customers with account creation, order processing, refunds, exchanges, and payment verifications.
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The Senior Service Design & Transition Manager is responsible for ensuring new and enhanced services are designed, transitioned, and governed effectively across the EMAP region.
What We’re Looking For:
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.
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Lead the design, review, and governance of service models, support frameworks, SLAs, OLAs, and operational service commitments.
Partner with Commercial, Sales, Product, Service Operations, and Client teams to develop service solutions that meet customer requirements while remaining operationally supportable.
Support strategic bids, RFPs, client opportunities, and service proposals through service design, supportability assessment, and service management expertise.
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Lead the design, review, and governance of service models, support frameworks, SLAs, OLAs, and operational service commitments.
Partner with Commercial, Sales, Product, Service Operations, and Client teams to develop service solutions that meet customer requirements while remaining operationally supportable.
Support strategic bids, RFPs, client opportunities, and service proposals through service design, supportability assessment, and service management expertise.
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Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
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Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
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To ensure the smooth operation of the Management Office, management and maintenance of the building and common property in accordance with policies, procedures, and standing orders set by the Company.
To assist move in/out of the owners/residents.
To liaise with and update the JMB on relevant progress of any issues related to the building and owners/residents.
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