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Hiring companyConduent
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Customer Experience Associate II
Bangalore, Karnataka, India Full-time On-site
About the role
Customer Experience Associate II at Conduent in Bangalore, Karnataka, India (On-site). The role performs routine call center activities for business products and services, assessing calls, identifying customer needs from case notes, and using standard scripts and established guidelines under supervision to meet SLAs. The associate gathers information to update databases, explains company policies, escalates issues, and provides specialized, empathetic information to customers.
What you’ll do
- 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
What you’ll bring
- Vocational training, certifications, licensures, or equivalent experience in some areas
- Ability to perform tasks based on established procedures
- Skillset in a range of processes, procedures, and systems
- Ability to problem solve, self-guided
- Ability to exchange information and ideas effectively
- Maintains appropriate licenses, training, and certifications
- Works with a moderate degree of supervision
Skills
Call center operationsCustomer needs assessmentStandard scripts usageDatabase updatesPolicy explanationIssue escalationEmpathetic communicationEstablished procedures