Healthcare CX Planner Associate II

Conduent; Philippines; On-site; PHP 290,000 - 424,000; Full time

Job summary

Conduent is seeking a customer-focused associate to provide call center support for business products and services. You will assess customer needs, follow established scripts, and resolve inquiries to meet SLAs with empathy and accuracy.

Under supervision, you will gather information, update case notes, and escalate when necessary while delivering quality service and maintaining data integrity in the CRM system. Equal opportunity employer.

Qualifications

• Prior call center experience is preferred.
• Ability to follow scripts and meet SLAs.
• Strong listening and empathy in customer interactions.

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.

Skills

Customer service

Communication skills

Problem solving

Job description

Conduent is seeking a customer-focused associate to provide call center support for business products and services. You will assess customer needs, follow established scripts, and resolve inquiries to meet SLAs with empathy and accuracy.

Under supervision, you will gather information, update case notes, and escalate when necessary while delivering quality service and maintaining data integrity in the CRM system. Equal opportunity employer.