customer experience Associate iiConduent

About Conduent
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them.
You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Job Description
Job Track Description:
Performs business support or technical work, using data organizing and coordination skills.
Performs tasks based on established procedures.
In some areas, requires vocational training, certifications, licensures, or equivalent experience.
General Profile
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.
Works with a moderate degree of supervision.
Can type at least 25wpm
Functional Knowledge
Has developed skillset in a range of processes, procedures, and systems.
Business Expertise
Supports the achievement of company goals by integrating teams for the best outcome.
Impact
Impacts a team through quality of services and information provided.
Follows standardized procedures and practices and receives moderate supervision and guidance.
Leadership
Has no supervisory responsibilities.
Manages own workload.
Problem Solving
Ability to problem solve, self-guided.
Evaluates issues and solutions to provide the best outcome for the client and end-users.
Interpersonal Skills
Exchanges information and ideas effectively.
Responsibility Statements
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.
Closing
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: . You may also .
Conduent

Cebu City, Cebu
Permanent
Full-time