Customer Experience Associate II

Position Summary

The Customer Service Associate is responsible for delivering exceptional customer support by handling inbound customer inquiries, resolving issues efficiently, and providing accurate information regarding products, services, and company policies. This role requires strong communication skills, attention to detail, and the ability to provide a positive customer experience while meeting established performance standards.

Key Responsibilities

• Handle incoming customer calls and assess inquiries to determine the appropriate resolution, transfer, or follow-up action.
• Review customer accounts and case notes to understand individual needs and provide personalized support.
• Deliver high-quality customer service for company products and services in a fast-paced call center environment.
• Follow established procedures, scripts, and service guidelines while meeting productivity, quality, and service level expectations.
• Communicate information clearly, professionally, and empathetically to customers.
• Accurately document customer interactions and update account information in company systems and databases.
• Resolve routine customer issues and escalate complex concerns or complaints to the appropriate support teams when necessary.
• Educate customers on company policies, procedures, products, and services.
• Maintain confidentiality of customer information and comply with company policies and regulatory requirements.
• Contribute to a positive team environment and support continuous improvement initiatives.

Qualifications & Requirements

Education

• Minimum of three (3) CXC subjects, including English Language, or
• HEART/NSTA Trust Level II Certificate, or
• High School Diploma/Certificate.

Skills & Competencies

• Minimum typing speed of 20 words per minute (WPM).
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Customer-focused mindset with a professional and empathetic approach.
• Basic computer literacy and ability to navigate multiple systems simultaneously.
• Strong attention to detail and accuracy in data entry and documentation.

Work Schedule Requirements

• Must be fully flexible to work any five (5) days per week, including Saturdays and public holidays.
• Must be available to work any 8-hour shift between 6:45 a.m. and 11:00 p.m., Monday through Saturday.

Preferred Attributes

• Previous customer service, call center, or customer-facing experience is an asset.
• Ability to work effectively in a fast-paced, performance-driven environment.
• Strong adaptability, reliability, and commitment to delivering exceptional customer experiences.

What Success Looks Like

Successful Customer Service Associates consistently provide excellent customer experiences, demonstrate professionalism in every interaction, maintain accurate records, meet performance metrics, and contribute positively to team goals and customer satisfaction.

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.