Customer Experience Associate II

Summary

The role involves performing business support or technical tasks focused on data organization and coordination, executed based on established procedures with moderate supervision. Responsibilities include applying analytical skills to enhance team performance and supporting company goals by using a developed skillset across various processes and systems. The role follows standardized procedures to ensure high-quality service and information.

Responsibilities

• • 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.

Qualifications

• • Vocational training, certifications, licensure, or relevant experience in applicable areas.
• • Ability to work independently within established practices and processes.
• • Proficient problem-solving skills to address and resolve issues effectively.
• • Strong interpersonal skills for effective information and idea exchange.
• • Maintains necessary licenses, training, and certifications where applicable.
• • Typing Speed Requirement 20WPM

About Conduent

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

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