Customer Experience Associate II

Responsibilities

• Assess incoming calls to provide immediate service, facilitate transfers, or initiate necessary follow-ups for client resolution.
• Identify specific customer needs by reviewing case notes and examining individual case histories.
• Perform routine call center activities regarding business products and services using standard scripts and established guidelines.
• Provide specialized information to customers in a warm and empathetic manner.
• Gather and document all necessary information to ensure accurate database updates.
• Escalate complex issues, complaints, or concerns to senior levels as required.
• Explain company policies clearly to customers and ensure compliance with all standards and procedures.
• Manage own workload to meet established Service Level Agreements (SLAs).

Requirements

• Proven experience in customer service or call center environments.
• Strong ability to handle high volumes of calls and manage customer inquiries effectively.
• Proficiency in maintaining accurate case notes and updating databases.
• Demonstrated ability to adhere to strict SLAs and follow standardized procedures.
• Excellent interpersonal skills with the ability to exchange information and ideas effectively.
• Strong problem-solving skills with the ability to evaluate issues and provide optimal solutions.

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. At Conduent, you have the opportunity to personally thrive, make a difference, and be part of a culture where individuality is noticed and valued every day.