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Conduent
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Customer Experience Associate IV

Customer Experience Associate IV

Conduent

2 - 6 years

4 - 8 Lacs

visakhapatnam

Posted:3 hours ago| Platform:

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Skills Required

project management business development sales marketing customer experience vendor management operations management team management customer service program management business analysis training product management e-commerce crm

Work Mode

Work from Office

Job Type

Full Time

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

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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