Customer Experience Associate I at Conduent · Guatemala…

CUSTOMER EXPERIENCE ASSOCIATE I Location: Guatemala City, Guatemala, Guatemala 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 • Ability to perform in an analytical and operational process. • Entry-level position with limited requirements for licenses, training, and certifications. • Applies experience and skills to complete assigned work. • Works within established procedures and practices. • Works with a close degree of supervision. Functional Knowledge • Has basic skillset in a range of processes, procedures, and systems. Business Expertise • Supports in the achievement of company goals by understanding how teams integrate for the best outcome. • Impacts a team through quality of the services and information provided. • Follows standardized procedures and practices and receives close supervision and guidance. • For consistency, methods and tasks are described in detail. Leadership • Has no supervisory responsibilities. Problem Solving • Ability to problem solve, self-guided. • Evaluates issues and solutions to provide the best outcome for the client and end-users. • Has limited opportunity to exercise discretion. 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. • Communicates in a warm and 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.