Customer Experience Associate I
Conduent
full-time
Posted on:
Location Type: Office
Location: Guatemala City • 🇬🇹 Guatemala
Visit company websiteJob Level
JuniorMid-Level
About the role
- Assess calls to provide immediate service, transfer, or require follow-up for client resolution
- Identify customer needs by referring to case notes and examining each case specifically
- Perform routine call center activities concerning business products and services
- Use standard scripts and established guidelines to meet SLAs under supervision
- Provide customers with specialized information and explain company policies
- 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
- Perform other duties as assigned and comply with all policies and standards
Requirements
- Vocational training, certifications, licensures, or equivalent experience (in some areas)
- Basic skillset in a range of processes, procedures, and systems
- Ability to problem solve and self-guide
- Ability to communicate warmly and empathetically
- Ability to follow standardized procedures, scripts, and meet SLAs under supervision
- Ability to gather necessary information and update databases
- Ability to escalate issues to senior levels based on complaints or concerns
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
database managementcall center operationscustomer service procedurescase analysisSLA compliance
Soft skills
problem solvingcommunicationempathyself-guidanceinformation gathering
Certifications
vocational trainingcertificationslicensures