[OC479] | Customer Experience Associate III

[OC479] | Customer Experience Associate III

11 nov

11 nov



Job Description

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.

- Establishes the appropriate approach for new assignments.

- Works with a limited degree of supervision.

Functional Knowledge

- Has developed skillset in a range of processes, procedures, and systems.

Business Expertise

- Supports to achieve company goals by helping teams to integrate and work together.


- Impacts a team through quality of the services provided and information shared.

- Uses discretion to modify work practices and processes to achieve results or improve efficiency.


- May give informal guidance to junior team members.

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 while under supervision, to meet SLAs.

- Provides customers with information that is specialized.

- Communicates in a warm and 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.

- Responsible for the end-to-end resolution of customer issues.

- Performs other duties as assigned.

- Complies with all policies and standards.

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