Customer Experience Specialist II — Empathetic Support & Data

Conduent; Pasay; On-site; PHP 240,000 - 320,000; Full time

Job summary

Conduent is seeking a customer support professional in the Philippines to perform business support tasks and handle client inquiries with standard scripts and guided procedures. You will work within established timelines and strive to meet service level agreements while updating case notes and relevant databases.

The role emphasizes working with minimal supervision, continuous licensing or certifications as required, and delivering quality information to clients and colleagues.

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 is seeking a customer support professional in the Philippines to perform business support tasks and handle client inquiries with standard scripts and guided procedures. You will work within established timelines and strive to meet service level agreements while updating case notes and relevant databases.

The role emphasizes working with minimal supervision, continuous licensing or certifications as required, and delivering quality information to clients and colleagues.