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 guidelines.
• Provide specialized information to customers in a warm and empathetic manner.
• Gather and input 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 while adhering to established SLAs and procedures.

Requirements

• Proven experience in customer service or call center environments.
• Strong ability to handle high volumes of calls and manage case reviews.
• Proficiency in updating databases and maintaining accurate customer information.
• Demonstrated ability to problem-solve and evaluate solutions independently.
• Excellent interpersonal skills with the ability to exchange information and ideas effectively.
• Ability to work within established procedures and follow standardized practices.

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.