Customer Experience Associate III

hace 4 semanas

Guate, Guatemala Conduent Business Services A tiempo completo

**Mission-Critical Services**

At Conduent Business Services, we deliver exceptional outcomes for our clients and the millions of people who count on them. Our dedicated associates work tirelessly to provide mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments.

**Job Track Description:**

  • Perform business support or technical work, using data organizing and coordination skills.
  • Perform tasks based on established procedures.
  • In some areas, requires vocational training, certifications, licensures, or equivalent experience.

**General Profile**

  • Expand skills within an analytical or operational process.
  • Maintain appropriate licenses, training, and certifications.
  • Apply experience and skills to complete assigned work.
  • Work within established procedures and practices.
  • Establish the appropriate approach for new assignments.
  • Work with a limited degree of supervision.

**Functional Knowledge**

  • Develop a skillset in a range of processes, procedures, and systems.

**Business Expertise**

  • Support to achieve company goals by helping teams to integrate and work together.

**Impact**

  • Impact a team through quality of the services provided and information shared.
  • Use discretion to modify work practices and processes to achieve results or improve efficiency.

**Leadership**

  • May give informal guidance to junior team members.

**Problem Solving**

  • Ability to problem solve, self-guided.
  • Evaluate issues and solutions to provide the best outcome for the client and end-users.

**Interpersonal Skills**

  • Exchange information and ideas effectively.

**Responsibility Statements**

  • Assess calls to provide service immediately, be transferred, or require follow-up for client resolution.
  • Identify customer needs by referring to case notes and examining each as a specific case.
  • Perform routine call center activities concerning business products and services.
  • Use standard scripts and established guidelines while under supervision, to meet SLAs.
  • Provide customers with information that is specialized.
  • Communicate in a warm and empathetic manner.
  • Gather all necessary information to update the database.
  • Escalate issues to senior levels, based on complaints or concerns.
  • Explain company policies to customers.
  • Responsible for the end-to-end resolution of customer issues.
  • Perform other duties as assigned.
  • Comply with all policies and standards.

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