Customer Experience Associate III

1 week ago

Vizag, Andhra Pradesh, India Conduent Business Services India LLP Full time

Through our dedicated team members, Conduent provides essential services and solutions for top-tier corporations and numerous government entities, delivering outstanding results for our clients and the millions who depend on them. Join us to grow both personally and professionally, in an environment that celebrates individuality and values uniqueness every single day.


Overview of the Role:

  • Undertakes business support or technical tasks, utilizing strong data organization and coordination abilities.
  • Carries out assignments following established procedures.
  • In certain areas, may require vocational training, certifications, licenses, or equivalent practical experience.

Profile:

  • Enhances expertise in analytical or operational processes.
  • Maintains necessary licenses, training, and certifications.
  • Applies knowledge and skills to successfully complete assigned tasks.
  • Operates within established procedures and norms.
  • Determines the best approach for new tasks.
  • Works with minimal supervision.

Skills and Expertise:

  • Has honed skills in various processes, procedures, and systems.

Business Acumen:

  • Contributes to achieving organizational objectives by fostering collaboration and synergy among teams.

Impact:

  • Influences the team through top-notch service quality and information sharing.
  • Adapts work practices and processes to enhance effectiveness and achieve superior outcomes.

Leadership:

  • May offer informal guidance to less experienced team members.

Problem-Solving:

  • Demonstrates sound problem-solving skills, with a proactive approach.
  • Evaluates issues and solutions to deliver optimal results for clients and end-users.

Interpersonal Abilities:

  • Articulates thoughts and shares ideas proficiently.

Key Responsibilities:

  • Evaluates calls to promptly address service needs, determine transfers, or identify cases requiring follow-up for resolution.
  • Discerns customer requirements by reviewing case notes and treating each case individually.
  • Handles routine call center activities related to business offerings.
  • Adheres to standard scripts and established guidelines, under supervision, to meet service level agreements (SLAs).
  • Provides customers with specialized information in a courteous and empathetic manner.
  • Collects all essential details to update the database accurately.
  • Elevates issues to higher levels based on complaints or issues raised.
  • Clarifies company policies to customers.
  • Takes ownership of end-to-end resolution of customer concerns.
  • Executes other assigned duties as needed.
  • Adheres to all policies and regulations.

Conduent is committed to providing equal employment opportunities and does not discriminate on the basis of race, color, religion, national origin, age, gender identity, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, or any other legally protected characteristic.

Individuals with disabilities requiring accommodations during the application process may request support by following the specified procedure. We prioritize the health and well-being of our employees, their families, and the broader community. While vaccination is not mandatory for most positions, applicants in the US must disclose their vaccination status where required by law as a condition of employment at Conduent.

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