Customer Experience Specialist 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

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.