Customer Experience Associate III

About the role

As a Customer Experience Associate III at Conduent, you will be the primary point of contact for clients, handling inbound calls, resolving issues, and ensuring a high‑quality experience. You will work within established scripts and guidelines while applying analytical skills to assess each case and deliver timely solutions.

Key responsibilities

• Answer and assess incoming calls, determining whether immediate service, transfer, or follow‑up is required.
• Identify customer needs by reviewing case notes and treating each interaction as a unique case.
• Follow standard scripts and guidelines to meet service level agreements (SLAs) under supervision.
• Provide specialized information, explain company policies, and update the customer database with accurate details.
• Escalate complex issues to senior staff and ensure end‑to‑end resolution of customer problems.
• Maintain compliance with all company policies, standards, and quality metrics.

Required profile

• Strong analytical and data‑organization abilities.
• Ability to work with limited supervision while following established procedures.
• Excellent communication skills with a warm, empathetic tone.
• Problem‑solving mindset and capacity to evaluate issues for optimal outcomes.

Required skills

• Proficiency in using call‑center software and database entry tools.
• Familiarity with standard scripting and SLA adherence.

What we offer

• Opportunity to grow within a Fortune 100‑focused organization.
• Inclusive culture that values individuality and diversity.
• Access to training, certifications, and career development resources.