Customer Experience Associate II

Role Overview Conduent is a global leader in mission-critical business process services, supporting Fortune 100 companies and over 500 governments worldwide. As a Customer Experience Associate II, you will be the frontline voice of our clients, delivering empathetic and solution-focused support to end users and customers. This is an excellent opportunity for professionals looking to grow within a dynamic BPO environment where your contributions are noticed and valued. Key Responsibilities - Assess inbound customer calls and determine whether to resolve immediately, transfer, or schedule a follow-up for client resolution - Identify customer needs by reviewing case notes and treating each interaction as a unique case requiring personalised attention - Handle routine call centre activities related to business products and services using standard scripts and established guidelines to meet SLAs - Provide customers with specialised information in a warm, empathetic, and professional manner - Gather all relevant details to accurately update the customer database after each interaction - Escalate unresolved or complex issues to senior team members based on the nature of complaints or concerns - Clearly explain company policies to customers to ensure transparency and understanding - Comply with all organisational policies, standards, and quality benchmarks at all times Required Qualifications - Any graduate or postgraduate degree from a recognised university - Vocational training, certifications, or equivalent hands-on experience in business support or technical roles preferred - Proven ability to problem-solve independently and evaluate issues to deliver the best outcome for clients and users - Strong interpersonal skills with the ability to exchange information and ideas clearly and effectively - Familiarity with call centre processes, CRM systems, and standard operating procedures - Ability to manage personal workload efficiently with a moderate level of supervision Why Join Us At Conduent, you become part of a culture that genuinely values individuality and empowers associates to thrive both professionally and personally. With exposure to large-scale global operations, this role offers a strong foundation for a rewarding career in customer success and business process management.

- Experience in a call centre or customer support environment - Strong verbal communication and active listening skills - Ability to follow standard scripts and established operational procedures - Proficiency in updating and maintaining customer databases - Self-guided problem-solving ability - Knowledge of customer experience best practices - Willingness to comply with all company policies and SLA standards - Graduate degree in any discipline

- Permanent full-time employment with a globally recognised organisation - Exposure to Fortune 100 and government client operations - Inclusive and equal opportunity work environment - Opportunities for skill development and career growth within BPM sector