ACTIVE POOLING | HEALTHCARE SUPPORT ACCOUNT | TO START ON JAN 2027

Conduent; Pasay; On-site; PHP 279,000 - 502,000; Full time

Job summary

Conduent in the Philippines is seeking a Customer Service Associate to handle data-driven support and routine call center activities. The role emphasizes following established procedures and soft skills to resolve client needs efficiently.

You will work with documented scripts, update databases, and escalate complex issues when necessary, maintaining a professional, empathetic approach while meeting service level agreements.

Qualifications

• Vocational training, certifications, licensures, or equivalent experience.
• Developed skillset in a range of processes, procedures, and systems.
• Ability to problem solve, self-guided.
• Exchanges information and ideas effectively.
• Maintains appropriate licenses, training, and certifications.

Responsibilities

• Assesses calls to determine immediate service, transfer, or follow-up.
• Identifies customer needs by referencing case notes.
• Performs routine call center activities concerning business products and services.
• Follows scripts and established guidelines to meet SLAs under supervision.
• Provides information in a warm, empathetic manner.
• Gathers information to update the database.
• Escalates issues to senior levels when needed.
• Explains company policies to customers.

Skills

Customer service

Call center

Data entry

Problem solving

Effective communication

Education

Vocational training or equivalent

Job description

About the role

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.

Key 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

About you

• Vocational training, certifications, licensures, or equivalent experience

• Developed skillset in a range of processes, procedures, and systems

• Ability to problem solve, self-guided

• Exchanges information and ideas effectively

• Mantains appropriate licenses, training, and certifications