CX Associate II: Empathetic, Data-Driven Support

Conduent; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

Conduent Philippines is seeking a customer service associate to handle inbound calls, identify customer needs from case notes, and resolve routine inquiries with empathy and accuracy.

You will follow standard scripts and guidelines to meet service level agreements, document interactions in the database, and escalate issues to senior colleagues when needed. No supervisory responsibilities.

Qualifications

• Experience handling inbound customer calls or chat in a call center.
• Ability to follow scripts and meet SLAs.
• Capable of escalating issues to senior levels when required.
• Strong interpersonal and problem-solving skills.

Responsibilities

• Assess calls to determine immediate service actions.
• Refer to case notes to identify customer needs.
• Perform routine call center activities related to company products and services.
• Use standard scripts and guidelines to meet SLAs.
• Provide customers with information in a warm, empathetic manner.
• Gather information to update the database.
• Escalate issues to senior levels.
• Explain company policies to customers.
• Comply with all policies and standards.

Skills

Call center experience

Communication skills

Problem solving

Attention to detail

Job description

Conduent Philippines is seeking a customer service associate to handle inbound calls, identify customer needs from case notes, and resolve routine inquiries with empathy and accuracy.

You will follow standard scripts and guidelines to meet service level agreements, document interactions in the database, and escalate issues to senior colleagues when needed. No supervisory responsibilities.