Customer Experience Associate II

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.

Job Description

• You will become a brand ambassador for multinational automotive brand-servicing clients in Australia and New Zealand.
• You should embody service excellence and be able to provide a caring, flexible and innovative approach when handling customer queries and providing solutions.
• As well as responding to the customer you will also work closely with other service providers.
  
  

General Profile

• Attending to and coordinating the resolution of customer concerns through phone, mail, fax, email and internet-instigated enquiries.
• Provide specialist technical support to the authorized dealer network through phone, mail, fax and email.
• Support the Supervisor/Operations Managers by providing regular reporting to track and monitor KPIs, designed to ensure customers consistently receive outstanding customer service.
• Liaise with all levels of stakeholders including Dealers, Product Specialists, executives and direct customers in order to facilitate the resolution of complex issues.
• Ability to work under pressure and flexible on working hours
  
  

Functional Knowledge

• Has extensive customer service knowledge including customer profiling, call management and solutioning
• Knowledge on vehicles is added value
• Has passion n Automotive/cars
  
  

Problem Solving

• Understands issues and identifies solutions that have the best outcome for the client
• Ability to problem solve with limited supervision
• Going the extra mile to find out solution for the customers (within company policy)
  
  

Interpersonal Skills

• Exchange’s information and ideas effectively.
• Self-motivated and driven
• Positive mindset
  
  

Responsibility Statements

• Uses standard scripts and established guidelines and under supervision, to meet SLAs.
• Provides customers with information that is specialized and communicated in a warm empathetic manner
• Escalates issues to supervisor
• Explains company policies to customers
• Performs other duties as assigned.
• Complies with all policies and standards.
• Provide excellent customer service to promote high NPS scores
  
  

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.

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.

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.