fbpx NON-VOICE AGENT (PREMIUM TECHNICAL ACCOUNT) - CUSTOMER EXPERIENCE ASSOCIATE I | Pasay, Pasay City | conduent

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NON-VOICE AGENT (PREMIUM TECHNICAL ACCOUNT) - CUSTOMER EXPERIENCE ASSOCIATE I

Qualification:
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.
  • typing test: 35wpm
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.