Customer Experience Associate III - Healthcare Insurance

Conduent; Pasay; On-site; PHP 223,200 - 334,800; Full time

Job summary

Join Conduent as a Customer Experience Associate III in Pasay City, where you'll assess and provide immediate customer service. You'll identify needs, update databases, and ensure resolutions, all while working within established guidelines.

The role offers an opportunity to grow your skills in a supportive environment that values individuality and aims for excellence in service delivery.

Qualifications

• Ability to solve problems independently and evaluate issues.
• Effective communication, warm and empathetic interaction with customers.

Responsibilities

• Assess calls to provide service or follow-up for resolution.
• Identify customer needs by reviewing case notes.
• Perform routine call center activities concerning business products.
• Use standard scripts while meeting service level agreements.
• Provide specialized information to customers.
• Gather necessary information for database updates.
• Escalate issues based on customer complaints.
• Communicate company policies to customers.
• Ensure end-to-end resolution of customer issues.
• Comply with all internal policies and standards.

Job description

Customer Experience Associate III - Healthcare Insurance

Pasay City, National Capital Region, Philippines

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About Us

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 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.

About the Team

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.

• Locations One Ecom Center Building, Palm Coast Ave., Mall of Asia Complex, Pasay City, National Capital Region, 1300, PH