Customer Experience Associate II
- Conduent
- 1 - 5 years
- Visakhapatnam
- 2 months ago
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Job Description
Job Track Description:
- Performs business support or technical work, using data organizing and coordination skills.
- Performs tasks based on established procedures.
- In some areas, requires vocational training, certifications, licensures, or equivalent experience.
General Profile
- Expands skills within an analytical or operational process.
- Maintains appropriate licenses, training, and certifications.
- Applies experience and skills to complete assigned work.
- Works within established procedures and practices.
- Works with a moderate degree of supervision.
Functional Knowledge
- Has developed skillset in a range of processes, procedures, and systems.
Business Expertise
- Supports the achievement of company goals by integrating teams for the best outcome.
Impact
- Impacts a team through quality of services and information provided.
- Follows standardized procedures and practices and receives moderate supervision and guidance.
Leadership
- Has no supervisory responsibilities.
- Manages own workload.
Problem Solving
- Ability to problem solve, self-guided.
- Evaluates issues and solutions to provide the best outcome for the client and end-users.
Interpersonal Skills
- Exchanges information and ideas effectively.
Responsibility Statements
- 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.
- Performs other duties as assigned.
- Complies with all policies and standards.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: ConduentLocation(s): Visakhapatnam
Keyskills: problem management itsm incident management customer experience itil project management operations management team management tat customer service service catalog change management servicenow process management team leading sla management
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