Customer Experience Pro — Tier II Support

Conduent; Pasay; On-site; PHP 267,840 - 468,720; Full time

Job summary

Conduent Philippines is seeking a capable call center professional to support clients through structured, policy-guided interactions. The role focuses on resolving inquiries, guiding customers, and applying established processes to deliver consistent service.

The position emphasizes adherence to scripts, cold-sounding guidelines, and empathetic communication while maintaining accurate data records and meeting performance metrics.

Responsibilities

• Assess calls to determine next steps: resolve, transfer, or follow up.
• Identify customer needs by reviewing case notes and examining each case.
• Perform routine call center activities related to business products and services.
• Use standard scripts and established guidelines 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.
• Escalate issues to senior levels, based on complaints or concerns.
• Explain company policies to customers.
• Perform other duties as assigned.
• Complies with all policies and standards.

Job description

Conduent Philippines is seeking a capable call center professional to support clients through structured, policy-guided interactions. The role focuses on resolving inquiries, guiding customers, and applying established processes to deliver consistent service.

The position emphasizes adherence to scripts, cold-sounding guidelines, and empathetic communication while maintaining accurate data records and meeting performance metrics.