Customer Experience Specialist II

Conduent; Pasay; On-site; PHP 279,000 - 391,000; Full time

Job summary

Conduent, a global technology-enabled services company, is seeking candidates for routine call center roles in the Philippines. The position involves handling business product inquiries, following scripts, and providing empathetic customer support under supervision.

You will gather details to update records and escalate complex issues as needed. The role emphasizes adherence to established procedures and quality standards, with opportunities to grow within a structured support environment at

Qualifications

• Provides routine call center activities concerning business products and services.
• Uses standard scripts and established guidelines and under supervision, to meet SLAs.
• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
• Gathers all necessary information to update the database.

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 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.

Job description

Conduent, a global technology-enabled services company, is seeking candidates for routine call center roles in the Philippines. The position involves handling business product inquiries, following scripts, and providing empathetic customer support under supervision.

You will gather details to update records and escalate complex issues as needed. The role emphasizes adherence to established procedures and quality standards, with opportunities to grow within a structured support environment at