Customer Experience Associate IV

hace 2 semanas

Guatemala Conduent Business Services de Guatemala S.A. A tiempo completo
Customer Service Representative

Join Conduent, a leading provider of mission-critical services and solutions, as a Customer Service Representative. In this role, you will have the opportunity to make a difference in the lives of our clients and their customers.

About Conduent

Conduent is a global company that delivers exceptional outcomes for our clients and the millions of people who count on them. We value individuality and create a culture where our associates can thrive.

Job Summary

This is a unique opportunity to work in a fast-paced environment, providing exceptional customer service to our clients and their customers. As a Customer Service Representative, you will be responsible for resolving customer issues, providing information, and guiding end-to-end resolution of customer issues.

Key Responsibilities
  • Provide customers with specialized information in a warm and empathetic manner.
  • Assess customer needs and provide service immediately, transfer calls, or require follow-up for client resolution.
  • Identify customer needs by referring to case notes and examining each case as a specific situation.
  • Handle escalated transactions where the front line has exhausted all options or when the customer insists on speaking with a manager or the corporate office.
  • Provide customers with information that is specialized and communicated in a warm and empathetic manner.
  • Gather all necessary information to update the database.
  • Explain company policies to customers as required.
  • Guide end-to-end resolution of customer issues, seamlessly and efficiently.
  • Support and mentor less experienced team members.
  • Perform other duties as assigned.
  • Comply with all policies and standards.
Requirements
  • Proficient in a range of operational processes through prior job-related experiences and training.
  • Completes assignments and guides the work of peers and other team members.
  • May work cross-functionally, in different areas when necessary.
  • Proposes improvements to processes and methods.
  • Works within established procedures and practices.
  • Has developed skillset in a range of processes, procedures, and systems.
  • Acts as a technical expert in an area.
  • Understanding of how teams integrate and work best together to support the achievement of company goals.
  • Impacts own team and other teams whose work activities are closely related.
  • Impacts the end-user for a more efficient and pleasant experience.
  • Serves as a team head and may allocate work.
  • May give subject matter guidance to junior team members.
  • Ability to problem-solve, allowing for evaluation of issues and solutions to provide the best outcome for the client and end-users.
  • Exchanges ideas and information effectively.
  • Warm and patient demeanor, showing empathy and understanding to the end-user.
Equal Opportunity Employer

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

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