Customer Experience Associate II - UK Airline at Conduent

Pasay, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

20 Jun, 26

Salary

0.0

Posted On

22 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Organizing, Coordination, Analytical Process, Operational Process, Problem Solving, Client Resolution, Call Center Activities, Standard Scripts, Empathy, Database Updating, Issue Escalation, Policy Explanation

Industry

Business Consulting and Services

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 * 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. Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. 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. For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form [https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf]. Complete the form and then email it as an attachment to FTADAAA@conduent.com [FTADAAA@conduent.com]. You may also click here to access Conduent's ADAAA Accommodation Policy [http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf].

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Responsibilities

This role involves assessing customer calls to provide immediate service, transfer, or follow-up, while performing routine call center activities using standard scripts and established guidelines. Associates must provide specialized information empathetically, gather necessary data for database updates, and escalate serious issues based on customer complaints.