[Hiring] Customer Experience Associate II @Conduent

Role Description

Performs business support or technical work, using data organizing and coordination skills.

• Performs tasks based on established procedures.
• In some areas, requires vocational training, certifications, licensures, or equivalent experience.

Expands skills within an analytical or operational process.

• Maintains appropriate licenses, training, and certifications.
• Applies experience and skills to complete assigned work.
• Works within established procedures and practices.
• Works with a moderate degree of supervision.

Qualifications

• Has developed skillset in a range of processes, procedures, and systems.

Requirements

• Supports the achievement of company goals by integrating teams for the best outcome.
• Impacts a team through quality of services and information provided.
• Follows standardized procedures and practices and receives moderate supervision and guidance.
• Has no supervisory responsibilities.
• Manages own workload.
• Ability to problem solve, self-guided.
• Evaluates issues and solutions to provide the best outcome for the client and end-users.
• Exchanges information and ideas effectively.

Benefits

• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
• Identifies customer needs by referring to case notes and examining each as a specific case.
• Performs routine call center activities concerning business products and services.
• Uses standard scripts and established guidelines and under supervision, to meet SLAs.
• Provides customers with information that is specialized and communicated in a warm empathetic manner.
• Gathers all necessary information to update the database.
• Escalates issues to senior levels, based on complaints or concerns.
• Explains company policies to customers.
• Performs other duties as assigned.
• Complies with all policies and standards.