Senior Customer Experience Specialist

Conduent; Manila; On-site; PHP 257,000 - 469,000; Full time

Job summary

Conduent is seeking a customer-focused professional to join our call center operations in Manila. You will handle routine inquiries, reference case notes, and provide informed, empathetic support to clients while meeting defined SLAs.

This role offers growth within a global services organization and exposure to multiple product lines. The candidate will work under supervision, applying established procedures to resolve customer issues and ensure accurate data entry into the system, contributing

Qualifications

• Proven ability to analyze processes and improve efficiency.
• Ability to resolve customer issues with limited supervision.
• Strong communication and teamwork skills.

Responsibilities

• Assesses calls to provide service immediately, or escalate for resolution.
• 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 guidelines while ensuring SLA adherence.
• Provides customers with specialized information and empathetic service.
• Escalates issues to senior levels as needed.
• Gathers information to update the database and records.
• Communicates company policies clearly to customers.

Skills

Analytical skills

Problem solving

Interpersonal skills

Customer service

Education

Vocational training or equivalent

Tools

CRM systems

Job description

Conduent is seeking a customer-focused professional to join our call center operations in Manila. You will handle routine inquiries, reference case notes, and provide informed, empathetic support to clients while meeting defined SLAs.

This role offers growth within a global services organization and exposure to multiple product lines. The candidate will work under supervision, applying established procedures to resolve customer issues and ensure accurate data entry into the system, contributing