Customer Experience Associate II

Summary

The Business Support Specialist will perform essential business support and technical tasks, utilizing data organization and coordination skills to manage customer inquiries and maintain system accuracy. This role involves working within established procedures with moderate supervision, applying vocational training and experience to achieve company goals and deliver high-quality service.

Responsibilities

• • Customer Service: Assess and address customer inquiries promptly, either providing immediate service, transferring calls, or initiating follow-ups as needed.
• • Data Management: Enter, update, and retrieve data from databases. Ensure accuracy and completeness of information.
• • Issue Resolution: Evaluate issues and provide solutions or escalate complex cases to senior staff. Use standard scripts and guidelines to meet service level agreements (SLAs).
• • Communication: Clearly explain company policies and provide specialized information to customers in an empathetic manner.
• • Routine Tasks: Perform call center activities related to business products and services, ensuring compliance with established procedures.
• • Reporting and Feedback: Gather necessary information, update databases, and escalate issues as required. Perform additional duties as assigned.
• • Typing: Maintain a typing speed of 20 WPM.

Qualifications

• • Education and Experience: Requires vocational training, certifications, or equivalent experience.
• • Skills: Proficient in data organization, problem-solving, and following established procedures. Ability to work with minimal supervision and manage a personal workload.
• • Technical Knowledge: Experience with a range of processes, procedures, and systems relevant to the role.
• • Interpersonal Skills: Effective communication skills for exchanging information and ideas with customers and team members.
• • Compliance: Experience adhering to standardized practices and meeting SLAs.

Additional Information and Instructions

This position is suited for individuals who are detail-oriented, self-guided, and skilled in managing customer service tasks within a structured environment.

About Conduent

At Conduent, we are dedicated to delivering mission-critical services and solutions for Fortune 100 companies and over 500 governments, creating exceptional outcomes for our clients and the millions of people who rely on them. Join us and be part of a culture that values individuality and offers the opportunity to thrive, make a difference, and contribute to meaningful results every day.

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