Customer Experience Associate II

About the role

Customer Experience Associate II at Conduent in Bangalore, Karnataka, India. This on-site role performs business support and technical work using data organizing and coordination skills, following established procedures with moderate supervision. Day-to-day duties include assessing calls, identifying customer needs from case notes, performing routine call center activities, using standard scripts to meet SLAs, providing specialized information empathetically, updating databases, escalating issues, and explaining company policies.

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 under supervision to meet SLAs
• Provides customers with specialized information 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 and complies with all policies and standards

What you’ll bring

• Vocational training, certifications, licensures, or equivalent experience in some areas
• Ability to perform business support or technical work using data organizing and coordination skills
• Ability to perform tasks based on established procedures
• Self-guided problem-solving to evaluate issues and solutions for best client and end-user outcomes
• Effective exchange of information and ideas
• Maintains appropriate licenses, training, and certifications
• Works within established procedures and practices with moderate supervision
• No supervisory responsibilities; manages own workload

Skills