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Customer Experience Associate III - UK Airline

JOB DESCRIPTION

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

  • Expands skills within an analytical or operational process.
  • Maintains appropriate licenses, training, and certifications.
  • Applies experience and skills to complete assigned work.
  • Works within established procedures and practices.
  • Establishes the appropriate approach for new assignments.
  • Works with a limited degree of supervision.

Functional Knowledge

  • Has developed skillset in a range of processes, procedures, and systems.

Business Expertise

  • Supports to achieve company goals by helping teams to integrate and work together.

Impact

  • Impacts a team through quality of the services provided and information shared.
  • Uses discretion to modify work practices and processes to achieve results or improve efficiency.

Leadership

  • May give informal guidance to junior team members.

Problem Solving

  • Ability to problem solve, self-guided.
  • Evaluates issues and solutions to provide the best outcome for the client and end-users.

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 while 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.
  • Responsible for the end-to-end resolution of customer issues.
  • Performs other duties as assigned.
  • Complies with all policies and standards.

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Why Conduent

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Our associates speak

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Working for Conduent is rewarding and challenging. I found that if you are a person who demonstrates a hard working ethic you will begin to work on different assignments and be rewarded for that work.

I am #ConduentProud
Mary Pergament  Government 
United States
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My five+ years at Conduent has been a very enriching experience for me with tremendous opportunities to grow both professionally and personally. I get to interact with colleagues from various nationalities and cultural backgrounds, recognizing unique differences across global cultures.

I am #ConduentProud
Yogendra Kumar
Global Procurement
India
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I really like the team we have here, we really care about each other as people and not just as co-workers.

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Sharmaine Odumodu Talent Acquisition
United States
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I have been fortunate to work in different areas that have allowed me to grow professionally and personally.

I am #ConduentProud
Carolina Felix Customer Experience Management
Mexico
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Conduent makes me feel valued because I'm getting recognized for my performance and success. I get the feedback and information I need to improve my performance. 

I am #ConduentProud
Manish Chauhan Internal Communications
India
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What I like about my job at Conduent is assisting injured workers when they call and helping our clients.

I am #ConduentProud
Gail Palladino Healthcare Claims Management
United States

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