Senior Customer Experience Associate

Conduent, Inc.; Hinoba-an; On-site; PHP 279,000 - 446,000; Full time

Job summary

Conduent, Inc. in the Philippines is seeking a versatile customer service professional to support our global clients. The role focuses on handling inquiries, resolving issues, and delivering consistent service across our business products.

You will follow established procedures, use case notes, and standard scripts under supervision to provide accurate, empathetic assistance while maintaining high service levels. This position offers growth within a large, multinational organization.

Qualifications

• Expands skills within an analytical or operational process.
• Maintains appropriate licenses, training, and certifications.
• Applies experience and skills to complete assigned work.
• Works within established procedures and practices.
• Establishes the appropriate approach for new assignments.
• Works with a limited degree of supervision.

Responsibilities

• Assesses calls to determine whether immediate service, transfer, or follow-up is needed.
• Identifies customer needs by referring to case notes and treating each as a specific case.
• Performs routine call center activities concerning business products and services.
• Uses standard scripts and established guidelines while under supervision, to meet SLAs.
• Provides customers with information that is specialized.
• Gathers all necessary information to update the database.
• Escalates issues to senior levels, based on complaints or concerns.
• Explains company policies to customers.
• Responsible for the end-to-end resolution of customer issues.
• Performs other duties as assigned.
• Complies with all policies and standards.

Job description

Conduent, Inc. in the Philippines is seeking a versatile customer service professional to support our global clients. The role focuses on handling inquiries, resolving issues, and delivering consistent service across our business products.

You will follow established procedures, use case notes, and standard scripts under supervision to provide accurate, empathetic assistance while maintaining high service levels. This position offers growth within a large, multinational organization.