Customer Experience Associate II

Conduent; Lapu-lapu; On-site; PHP 180,000 - 300,000; Full time

Job summary

Conduent is hiring in the Philippines, Batangas area, for a general business support/analytical role. The position focuses on data organizing, process adherence, and providing accurate information to clients with a friendly, professional demeanor.

You will operate under established procedures with moderate supervision. The role emphasizes problem solving, customer interaction, and collaboration across teams to deliver quality service and meet SLAs.

Qualifications

• Experience with data handling or case management.
• Ability to follow established procedures and scripts.
• Strong communication and empathy when dealing with customers.
• Willingness to learn and work under supervision.

Responsibilities

• Assess calls to provide service immediately, be transferred, or require follow-up for client resolution.
• Identify customer needs by referring to case notes and examining each as a specific case.
• Perform routine call center activities concerning business products and services.
• Use standard scripts and established guidelines and under supervision, to meet SLAs.
• Provide customers with information that is specialized and communicated in a warm empathetic manner.
• Gather 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.

Skills

Data analysis

Customer service

Interpersonal skills

Problem solving

Education

Vocational training or equivalent experience

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.