job description
Join Conduent, a global leader in business process services, as a Customer Experience Associate I. In this role, you will be the voice of our Fortune 100 clients, delivering exceptional service and innovative solutions to enhance customer satisfaction. Based in the vibrant regions of Bali, you will work in a dynamic environment, collaborating with a team of dedicated professionals to drive operational excellence and customer success.
Conduent empowers its associates with cutting-edge tools and training to excel in their roles. As a Customer Experience Associate, you will handle inquiries, resolve issues, and provide personalized support, ensuring a seamless experience for our clients' customers. This is an exciting opportunity to grow your career in customer service while enjoying the unique work-life balance that Bali offers.
If you are passionate about delivering outstanding service and thrive in a fast-paced environment, we invite you to apply and become part of our mission to transform customer experiences.
Responsibility
- Handle inbound and outbound customer interactions via phone, email, and chat with professionalism and empathy.
- Resolve customer inquiries and issues efficiently, ensuring first-contact resolution where possible.
- Maintain accurate records of customer interactions and transactions in the company's CRM system.
- Collaborate with cross-functional teams to escalate and resolve complex customer issues.
- Provide product and service information to customers, guiding them through processes and troubleshooting steps.
- Meet and exceed performance metrics, including response time, resolution rate, and customer satisfaction scores.
- Participate in training and development programs to enhance skills and stay updated on company products and policies.
- Contribute to a positive team environment by sharing best practices and supporting colleagues.
Qualifications
- High school diploma or equivalent; additional education or certification in customer service is a plus.
- Proven experience in a customer service or call center role, preferably in a BPO or similar environment.
- Excellent communication skills in English, both verbal and written.
- Strong problem-solving abilities and a customer-centric mindset.
- Proficiency in using CRM software and Microsoft Office tools.
- Ability to work in a fast-paced environment and manage multiple tasks efficiently.
- Flexibility to work in shifts, including weekends and holidays, as required.
- Strong interpersonal skills and a positive attitude towards teamwork and collaboration.