Customer Experience Professional

hace 1 mes

Hermosillo, Sonora, México Conduent De Mexico S.A. De C.V. A tiempo completo

About the Role


We are seeking a highly skilled Customer Experience Associate IV to join our team at Conduent De Mexico S.A. De C.V.



Job Description


The ideal candidate will be responsible for performing business support and technical work, utilizing data organizing and coordination skills. Key responsibilities include:



  • Performing tasks based on established procedures;
  • In some areas, requiring vocational training, certifications, licensures, or equivalent experience;
  • Proficient in a range of operational processes through prior job-related experiences and training;
  • Completing assignments and guiding the work of peers and other team members;
  • May work cross-functionally, in different areas when necessary;
  • Proposing improvements to processes and methods;
  • Works within established procedures and practices;
  • Developed skillset in a range of processes, procedures, and systems;
  • Acts as a technical expert in an area;
  • Understanding of how teams integrate and work best together to support the achievement of company goals;
  • Impacts own team and other teams whose work activities are closely related;
  • Impacts the end-user for a more efficient and pleasant experience;
  • Serves as a team head and may allocate work;
  • Ability to problem-solve, allowing for evaluation of issues and solutions to provide the best outcome for the client and end-users;
  • Exchanges ideas and information effectively;
  • A warm and patient demeanor, showing empathy and understanding to the end-user;
  • Provides customers with information that is specialized and communicated in a warm empathetic manner;
  • Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution;
  • Identifies customer needs by referring to case notes, examining each as a specific case;
  • Handles escalated transactions where the front line has exhausted all options or when the customer insists on speaking with a manager or the corporate office;
  • Gathers all necessary information to update the database;
  • Explains company policies to customers as required;

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