Customer Experience Associate III - Korean Bilingual

Conduent, Inc.; Manila; On-site; PHP 200,000 - 260,000; Full time

Job summary

Conduent, Inc. is recruiting for a customer service focused role in the Philippines. The position involves handling calls, assessing needs, and guiding customers through resolution steps with a focus on service quality.

You will document interactions and adhere to established procedures while maintaining high standards of professionalism and customer care. This role emphasizes teamwork and efficient handling of inquiries to support client operations.

Qualifications

• Experience with customer service or call center operations.
• Ability to document interactions clearly and update case notes.

Responsibilities

• Assess calls to determine immediate resolution, transfer, or follow-up.
• Identify customer needs using case notes for each specific issue.
• Perform routine call center activities using standard scripts to meet SLAs.
• Provide customers with specialized information and empathetic service.
• Escalate issues to senior levels when necessary and ensure end-to-end resolution.

Skills

Customer service

Data entry

Communication

Problem solving

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.
• 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.

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.