Customer Experience Associate II

Responsibilities

• Assess incoming calls to provide immediate service, facilitate transfers, or manage necessary follow-ups for client resolution.
• Identify specific customer needs by reviewing case notes and examining individual case details.
• Perform routine call center activities related to business products and services using standard scripts and established guidelines.
• Provide specialized information to customers in a warm and empathetic manner to meet service level agreements (SLAs).
• Gather and document all necessary information to ensure database accuracy.
• Escalate complex issues, complaints, or concerns to senior levels as required.
• Explain company policies clearly to customers and comply with all organizational standards.

Requirements

• Strong data organizing and coordination skills.
• Proven ability to follow established procedures and standardized practices.
• Effective problem-solving skills with the ability to work in a self-guided manner.
• Excellent interpersonal and communication skills to exchange information and ideas effectively.
• Ability to manage own workload under moderate supervision.

About the Company

Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments. We create exceptional outcomes for our clients and the millions of people who count on them, fostering a culture where individuality is noticed and valued every day.