Customer Experience Associate II

Summary

This role involves providing business support through data organization and coordination, while adhering to established procedures and maintaining necessary certifications. The position requires effective communication and problem-solving skills to address customer needs and enhance team outcomes, all under moderate supervision.

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

• • Typing Speed Requirement 25WPM

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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