Customer Experience Associate IV

Conduent

Schwerin +1 more

On-siteCareer-pivot friendly

Who this role is best for

Best suited to candidates with prior experience in customer service and a technical background working in operational or support domains.

Best fit for

Candidates with prior experience in customer service and technical expertise in operational systems
— “Proficient in a range of operational processes through prior job-related experiences and training.”
Individuals comfortable with cross-functional collaboration and mentoring junior team members
— “Supports and mentors less experienced team members.”

Things to consider

The role may involve handling escalated customer issues and working with limited autonomy
— “Handles escalated transactions where the front line has exhausted all options.”
The position requires a warm and patient demeanor to effectively engage with end-users
— “Warm and patient demeaner, showing empathy and understanding to the end user.”

How to stand out

Highlight experience in resolving complex customer issues and guiding team members
— “Guides end-to-end resolution of customer issues, seamlessly and efficiently.”
Emphasize your ability to identify customer needs and provide tailored solutions
— “Identifies customer needs by referring to case notes, examining each as a specific case.”
Showcase your proficiency in operational systems and process improvement initiatives
— “Has developed skillset in a range of processes, procedures, and systems.”

Pace · SteadyCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

Provides customers with information in a warm empathetic manner
Handles escalated transactions where the front line has exhausted all options
Guides end-to-end resolution of customer issues
Supports and mentors less experienced team members

Typical background

Proficient in a range of operational processes through prior job-related experiences and training

Skills & requirements

Required

Business SupportTechnical WorkData Organizing And CoordinationProblem-solvingCommunication SkillsTeam LeadershipProcess ImprovementDatabase Management

Preferred

Cross-functional WorkTeam IntegrationClient ResolutionMentoring

Stack & domain

Customer ServiceData OrganizationCoordinationProblem-solvingTeamworkCommunicationEmpathyPatienceOperationsTeam Management

About the role

Original posting from 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
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 systemsActs as a technical expert in an area.Business Expertise
Understanding of how teams integrate and work best together to support the achievement of company goalsImpact
Impacts own team and other teams whose work activities are closelyImpacts 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 caseHandles 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 databaseExplains company policies to customers as requiredGuides end-to-end resolution of customer issues, seamlessly and efficientlySupports and mentors less experienced team membersPerforms other duties as assignedComplies with all policies and standards
Durch unsere engagierten Mitarbeiter liefert Conduent unternehmenskritische Dienstleistungen und Lösungen im Auftrag von Fortune 100 Unternehmen und über 500 Regierungen - und schafft so außergewöhnliche Ergebnisse für unsere Kunden und die Millionen von Menschen, die auf sie zählen. Sie haben die Möglichkeit, sich persönlich zu entfalten, etwas zu bewirken und Teil einer Kultur zu sein, in der Individualität jeden Tag wahrgenommen und geschätzt wird.

Source: Conduent careers