Romania Job Openings

Conduent Business Services Romania S.r.l.

Customer Experience Associate IV

Iaşi

FULL TIME

November 8, 2024

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 systems
  • Acts as a technical expert in an area.
Business Expertise
  • Understanding of how teams integrate and work best together to support the achievement of company goals
Impact
  • Impacts own team and other teams whose work activities are closely
  • Impacts 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 case
  • Handles 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 database
  • Explains company policies to customers as required
  • Guides end-to-end resolution of customer issues, seamlessly and efficiently
  • Supports and mentors less experienced team members
  • Performs other duties as assigned
  • Complies with all policies and standards
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