Customer Experience Associate II – Conduent – Almere Stad

Conduent

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.

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