Customer Experience Associate III

About the role

The Customer Experience Associate III provides business support and technical assistance through data organization and coordination. The role involves handling inbound calls, assessing customer needs, and delivering end‑to‑end resolutions while following established procedures.

Key responsibilities

• Assess incoming calls to determine immediate service, transfer, or follow‑up requirements.
• Identify customer needs using case notes and specific case examination.
• Perform routine call‑center activities related to business products and services, adhering to scripts and guidelines.
• Gather necessary information to update the database and escalate issues when needed.
• Explain company policies and ensure compliance with all standards.

Required profile

• Ability to work with limited supervision and follow established procedures.
• Strong analytical and problem‑solving skills to evaluate issues and provide optimal outcomes.
• Effective interpersonal communication, delivering information in a warm and empathetic manner.

Required skills

• Proficiency in using standard call‑center scripts and guidelines.
• Experience with data entry and database updates.
• Capability to escalate complex issues to senior staff.