Customer Experience Associate III

Conduent; Visakhapatnam; On-site; INR 3,00,000 - 4,00,000; Full time

Job summary

A leading business services provider in Visakhapatnam is seeking a customer service representative who excels in problem-solving and has strong interpersonal skills. This role involves assessing customer needs, performing routine call center activities, and providing efficient service in a warm and empathetic manner. Ideal candidates should have vocational training or certifications. The position offers great opportunities for personal growth and development.

Qualifications

• Ability to evaluate issues and solutions effectively.
• Exchanges information and ideas effectively with team members.
• Responsible for the end-to-end resolution of customer issues.

Responsibilities

• Assesses calls to provide service immediately or requires follow-up for client resolution.
• Identifies customer needs by examining case notes.
• Performs routine call center activities concerning business products.

Skills

Analytical skills

Data organization

Interpersonal communication

Problem-solving

Customer service

Education

Vocational training or certification

Job description

Job Track 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.

General Profile

• 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.
• Establishes the appropriate approach for new assignments.
• Works with a limited degree of supervision.

Functional Knowledge

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

Business Expertise

• Supports to achieve company goals by helping teams to integrate and work together.

Impact

• Impacts a team through quality of the services provided and information shared.
• Uses discretion to modify work practices and processes to achieve results or improve efficiency.

Leadership

• May give informal guidance to junior team members.

Problem Solving

• Ability to problem solve, self-guided.
• Evaluates issues and solutions to provide the best outcome for the client and end-users.

Interpersonal Skills

• Exchanges information and ideas effectively.

Responsibility Statements

• 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 while under supervision, to meet SLAs.
• Provides customers with information that is specialized.
• Communicates in a warm and 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.
• Responsible for the end-to-end resolution of customer issues.
• Performs other duties as assigned.
• Complies with all policies and standards.