Customer Experience Associate II

Conduent; Batangas City; On-site; PHP 312,000 - 402,000; Full time

Job summary

Conduent is seeking a call center associate in the Philippines to support business products and services with a focus on customer satisfaction. You will handle routine inquiries, gather case notes, and update the database while following standard scripts and guidelines to meet SLAs.

You will work with a moderate degree of supervision, expanding your skills within analytical or operational processes and maintaining required licenses and certifications as applicable.

Qualifications

• Follows established procedures and practices.
• Performs routine call center activities for business products and services.
• Exchanges information and ideas effectively with customers and colleagues.
• Gathers information to update the client database and case notes.
• Provides warm, empathetic customer service and adheres to SLAs.

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 under supervision to meet SLAs.
• Provides customers with information that is specialized and communicated in a warm empathetic manner.
• Escalates issues to senior levels, based on complaints or concerns.
• Gathers all necessary information to update the database.

Skills

Call center operations

Effective communication

Data entry / database updates

Education

Vocational training or certifications

Tools

CRM systems

Database software

Job description

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.

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.
• Works with a moderate degree of supervision.

Functional Knowledge

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

Business Expertise

• Supports the achievement of company goals by integrating teams for the best outcome.

Impact

• Impacts a team through quality of services and information provided.
• Follows standardized procedures and practices and receives moderate supervision and guidance.

Leadership

• Has no supervisory responsibilities.
• Manages own workload.

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 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.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.