Customer Experience Associate I - Local Telco

📌 Core Information

🔹 Job Title: Customer Experience Associate I - Local Telco

🔹 Company: Conduent Business Services Philippines, Inc.

🔹 Location: Pasay City, Pasay, Philippines

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: April 2, 2025

🔹 Experience Level: Entry-level (0-2 years)

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Delivering mission-critical customer service solutions.
• Supporting Fortune 100 companies and over 500 governments.
• Personal growth and thriving within a supportive culture.
• Engaging in direct client interactions with a focus on customer satisfaction.

ASSUMPTION: Candidates are expected to work in a fast-paced environment typical of a contact center, ensuring client satisfaction while adhering to company protocols.

📋 Key Responsibilities

✅ Assesses calls to provide immediate service or escalates for client resolution.

✅ Identifies customer needs through case notes analysis.

✅ Conducts routine call center activities regarding business products and services.

✅ Utilizes standard scripts and guidelines to meet service level agreements (SLAs).

✅ Provides specialized information to customers and explains company policies.

✅ Communicates empathetically with customers.

✅ Gathers information to update the customer database accurately.

✅ Escalates unresolved issues to senior levels.

✅ Complies with all company policies and standards.

ASSUMPTION: Responsibilities involve handling various customer service tasks, primarily via phone communication, requiring precise documentation and keen attention to detail.

🎯 Required Qualifications

Education: Not specified, but vocational training or equivalent experience is beneficial.

Experience: 0-2 years in a similar customer service role preferred.

Required Skills:

• Customer Service
• Problem Solving
• Communication
• Data Entry
• Empathy
• Analytical Skills
• Teamwork
• Attention to Detail

Preferred Skills:

• Experience in a telecom customer service environment
• Familiarity with CRM systems

ASSUMPTION: Basic skills in communication and problem-solving are crucial; however, specific telecom industry experience can provide a significant advantage.

💰 Compensation & Benefits

Salary Range: Not specified. Typically, entry-level roles in customer experience in Pasay City pay an industry-standard compensation, often with performance incentives.

Benefits:

• Healthcare benefits
• Paid time off
• Professional development opportunities

Working Hours: 40 hours per week, full-time schedule with potential shift work.

ASSUMPTION: Benefits are likely to align with standard corporate offerings, focusing on healthcare and professional growth, while compensation will include base salary with potential performance bonuses.

📌 Applicant Insights

🔍 Company Context

Industry: IT Services and IT Consulting

Company Size: Over 10,001 employees; working in a large organization such as Conduent provides access to robust resources and expansive career opportunities.

Founded: 2017

Company Description:

• Specializes in digital business solutions across various sectors.
• Leverages technologies like AI and cloud computing for transformation.
• Operates globally, impacting millions through its services.

Company Specialties:

• Business Process Solutions
• Healthcare
• Customer Experience Management

Company Website: https://www.conduent.com

ASSUMPTION: As a tech-driven service firm, Conduent emphasizes innovation and efficiency, offering employment in dynamic industry sectors.

📊 Role Analysis

Career Level: Entry-level position ideal for those beginning their professional journey in customer service.

Reporting Structure: Reports to a team lead or supervisor within the customer experience division.

Work Arrangement: Full-time, on-site at Pasay City facility.

Growth Opportunities:

• Potential for advancement to supervisory roles
• Access to training programs to develop skills
• Opportunities to work on cross-functional teams

ASSUMPTION: This position offers foundational exposure to CX in a multinational environment, which can lead to future career progressions within customer service.

🌍 Location & Work Environment

Office Type: Modern contact center environment

Office Location(s): 7f One Ecom Center Building Mall Of Asia, Pasay City, National Capital Region 1300, PH

Geographic Context:

• Located within a bustling commercial area.
• Accessible via public transportation.
• Surrounded by dining and retail options.

Work Schedule: Based on business needs, typically following shifts.

ASSUMPTION: The vibrant office location likely enhances commuting convenience and promotes work-life balance for employees.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Initial phone screening
• In-person or virtual interview with hiring managers

Key Assessment Areas:

• Communication skills
• Customer service aptitude
• Problem-solving abilities

Application Tips:

• Highlight experience in customer interaction roles.
• Demonstrate problem-solving capabilities with examples.
• Emphasize adaptability and learning abilities.

ATS Keywords: Customer Service, Problem Solving, Communication, Empathy, Data Entry

ASSUMPTION: The hiring process emphasizes interpersonal and analytical skills due to the customer-centric nature of the role.

🛠️ Tools & Technologies

• Customer Relationship Management (CRM) software
• Telecommunications tools
• Data entry systems

ASSUMPTION: Familiarity with common office productivity tools and CRM platforms enhances effectiveness in role tasks.

👔 Cultural Fit Considerations

Company Values:

• Innovation
• Customer Focus
• Integrity

Work Style:

• Collaborative team environments
• Structured, process-driven work
• Attention to detail and thoroughness

Self-Assessment Questions:

• Do I thrive in a structured, detail-oriented environment?
• Can I communicate empathetically while resolving issues?
• Am I adaptable to shift work schedules?

ASSUMPTION: Success in this role depends on one's alignment with the company’s customer-first philosophy and adaptable work style.

⚠️ Potential Challenges

• Navigating high call volumes efficiently
• Managing complex customer interactions
• Adhering to strict SLAs
• Maintaining performance under supervision

ASSUMPTION: Given the fast-paced nature of contact centers, handling pressure while maintaining quality service is vital.

📈 Similar Roles Comparison

• Compared to similar roles, this position offers direct interaction with a diverse customer base.
• Opportunities for personal growth in a rapidly evolving industry.
• Access to technology-driven service solutions.

ASSUMPTION: This role might offer more structured skill development compared to smaller organizations focusing less on detailed processes.

📝 Sample Projects

• Improving customer service processes
• Developing new scripts for common inquiries
• Initiating a customer satisfaction survey

ASSUMPTION: Projects tend to center around enhancing customer experiences and optimizing call center operations.

❓ Key Questions to Ask During Interview

• What are the most common challenges faced in this role?
• How does this role contribute to the company’s overall customer experience strategy?
• Can you describe a typical day in this position?
• What opportunities are available for skill development and advancement?
• How does the team measure the success of a customer interaction?

ASSUMPTION: These questions help candidates gauge job expectations and growth opportunities available within Conduent.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Conduent website
• Ensure your resume includes customer service and communication experiences.
• Prepare examples of problem-solving scenarios to discuss during interviews.
• Follow up with the recruitment team post-application submission.
• Engage in mock interviews to refine your responses.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.