Operations Associate

What you’ll do

As an Operations Associate, you'll be the primary point of contact for our subscriber and customers, providing vital inbound and outbound support via phone and email. You'll handle a wide range of inquiries, offering assistance and advice while maintaining a consistently high level of customer service. You'll play a crucial role in ensuring our subscribers have a positive experience with Equifax. Your key responsibilities will include :

Answer and manage a high volume of inbound and outbound calls and emails.

Provide support for general inquiries, technical assistance, and billing questions.

Manually verify customer identities to ensure account security and data protection.

Assist with the use and maintenance of our database and systems.

Create and modify operator IDs as needed.

Accurately log all customer interactions and outcomes.

Effectively escalate complex issues to the appropriate internal teams.

Proactively follow up with customers to ensure a positive resolution.

Resolve customer complaints in a professional and empathetic manner.

Develop and maintain a detailed understanding of our products and services to effectively explain options to subscribers.

Educate and assist customers and businesses on information help on their personal and commercial credit report

What experience do you need?

1-3 years of experience in a high-volume contact center environment.

Solid keyboard and software skills, particularly with MS Word, Excel, and Outlook.

Demonstrated ability to resolve customer complaints with professionalism.

Excellent verbal and written communication skills.

The ability to work well under pressure with minimal supervision

What could set you apart?

A genuine knack for understanding and connecting with customers on a personal level, turning a difficult situation into a positive one.

A history of not just following a script, but actively seeking out long-term solutions to recurring issues.

An eagerness to help teammates, share knowledge, and contribute to a supportive and collaborative work environment.

Primary Location : NZL-Auckland

Function : Function - Customer Service

Schedule : Full time

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