Customer Experience Associate IV

hace 1 día

Guate, Guatemala Conduent A tiempo completo

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

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.

Functional Knowledge

  • Has developed skillset in a range of processes, procedures, and systems
  • Acts as a technical expert in an area.

Business Expertise

  • Understanding of how teams integrate and work best together to support the achievement of company goals

Impact

  • Impacts own team and other teams whose work activities are closely
  • Impacts the end-user for a more efficient and pleasant experience.

Leadership

  • Serves as a team head and may allocate work.
  • May give subject matter guidance to junior team members.

Problem Solving

  • Ability to problem-solve, allowing for evaluation of issues and solutions to provide the best outcome for the client and end-users.

Interpersonal Skills

  • Exchanges ideas and information effectively.

Warm and patient demeaner, showing empathy and understanding to the end user.

Responsibility Statements

  • Provides customers with information that is specialized and communicated in warm empathetic manner.
  • Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
  • Identifies customer needs by referring to case notes, examining each as a specific case
  • Handles escalated transactions where the front line has exhausted all options or when the customer insists on speaking with a manager or the corporate office.
  • Provides customers with information that is specialized and communicated in warm empathetic manner.
  • Gathers all necessary information to update the database
  • Explains company policies to customers as required
  • Guides end-to-end resolution of customer issues, seamlessly and efficiently
  • Supports and mentors less experienced team members
  • Performs other duties as assigned
  • Complies with all policies and standards

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