Customer Experience Associate II

📌 Core Information

🔹 Job Title: Customer Experience Associate II

🔹 Company: Conduent Business Services India LLP

🔹 Location: Bangalore, Karnātaka, India

🔹 Job Type: On-site

🔹 Category: IT Services and IT Consulting

🔹 Date Posted: March 29, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Delivering mission-critical services for Fortune 100 companies and governments
• Thriving in a culture that values individuality and innovation
• Performing business support or technical work with data organizing
• Expanding skills within an analytical or operational process

ASSUMPTION: The job involves supporting vital business functions which require a flexible approach to handle different sets of responsibilities depending on client needs. This assumption is based on the general nature of roles involving mission-critical services in IT consulting agencies.

📋 Key Responsibilities

✅ Assess calls to provide immediate service or facilitate follow-ups for client resolution

✅ Perform routine call center activities

✅ Provide customers with specialized information empathetically

✅ Use standard scripts and established guidelines to meet SLAs

✅ Gather necessary information to update the database

✅ Escalate issues to senior levels based on complaints

✅ Explain company policies to customers

✅ Perform other duties as assigned

✅ Comply with all policies and standards

ASSUMPTION: The responsibilities are likely to include the management of both inbound and outbound communications with clients, requiring strong communication skills and adherence to standardized procedures to ensure service quality.

🎯 Required Qualifications

Education: Not specified; however, vocational training, certifications, or equivalent experience may be beneficial

Experience: 0-2 years in a customer service or analytical role

Required Skills:

• Customer Service
• Problem Solving
• Interpersonal Skills
• Data Organization
• Analytical Skills

Preferred Skills:

• Technical Skills
• Experience in IT consulting environments

ASSUMPTION: While specific educational qualifications are not detailed, candidates are expected to have a background that aligns with customer service excellence and problem-solving abilities.

💰 Compensation & Benefits

Salary Range: Not specified; typically competitive with industry standards for entry-level roles in Bangalore

Benefits:

• Healthcare Plans
• Training and Development Programs
• Employee Assistance Programs

Working Hours: 40 hours per week, standard work hours apply

ASSUMPTION: Benefits are assumed to align with industry standards for large IT consulting firms, although specific details are not provided.

📌 Applicant Insights

🔍 Company Context

Industry: IT Services and IT Consulting

Company Size: 10,001+ employees, indicating large-scale operations and potential for resource availability

Founded: 2017

Company Description:

• Delivers digital business solutions
• Advanced technologies such as AI and machine learning
• Enables millions of customer service interactions annually

Company Specialties:

• Business Process Solutions
• Healthcare Solutions
• Customer Experience Management

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

ASSUMPTION: The company likely has a strong technical infrastructure and a global operational footprint due to its extensive address coverage across continents.

📊 Role Analysis

Career Level: Entry-level to early-career role

Reporting Structure: Direct supervision from senior team members

Work Arrangement: On-site in Bangalore, which is a major tech hub in India

Growth Opportunities:

• Skill development through work with diverse clients
• Potential to progress to more senior roles or specialized areas
• Opportunities to engage with advanced technologies

ASSUMPTION: Growth opportunities are tied to the company's commitment to training and developing its employees.

🌍 Location & Work Environment

Office Type: Modern office facilities located in a tech-friendly zone

Office Location(s): 40, Bengaluru, Karnataka 560066, IN

Geographic Context:

• Bangalore is known as the Silicon Valley of India
• Dynamic and vibrant tech community
• Access to modern infrastructure and amenities

Work Schedule: Expected to follow a standard working schedule, with some potential for overtime depending on project demands

ASSUMPTION: The office is likely equipped with facilities that support a collaborative and efficient work environment, typical for IT service firms.

💼 Interview & Application Insights

Typical Process:

• Initial application via company portal or job site
• Phone screening by HR team
• Technical and aptitude assessments
• Face-to-face interviews with team leaders

Key Assessment Areas:

• Communication skills
• Problem-solving capabilities
• Technical understanding of customer service tools

Application Tips:

• Highlight customer service experience and skills
• Showcase any relevant technical skills or certifications
• Prepare for behavioral interview questions

ATS Keywords: Customer Service, Problem Solving, Data Organization, Analytical Skills

ASSUMPTION: The application process involves multiple stages to ensure a comprehensive evaluation of a candidate's fit for the role and the company culture.

🛠️ Tools & Technologies

• Standard Customer Relationship Management (CRM) systems
• Data management tools
• Basic technical tools for IT services

ASSUMPTION: The role likely requires familiarity with CRM and data management tools commonly used in the IT and customer service industries.

👔 Cultural Fit Considerations

Company Values:

• Commitment to diversity and inclusion
• Innovation and technology-driven solutions
• Focus on customer satisfaction

Work Style:

• Collaborative and team-oriented
• Adaptable to fast-paced environments
• Emphasis on continuous learning and development

Self-Assessment Questions:

• Am I comfortable working in a fast-paced, tech-driven environment?
• Do I have strong problem-solving and communication skills?
• Am I willing to work on-site in a dynamic city like Bangalore?

ASSUMPTION: The company culture likely values continuous improvement and adaptability given its global reach and technological focus.

⚠️ Potential Challenges

• Adapting to rapidly changing client needs
• Managing high volumes of customer interactions
• Upholding service quality within established SLAs
• Balancing multiple tasks under moderate supervision

ASSUMPTION: Challenges inherent to the role involve maintaining high service standards and efficiency, which are crucial given the nature of global IT services.

📈 Similar Roles Comparison

• Similar roles may offer more remote work flexibility
• Other positions might have different client sectors or geographic focuses
• Roles in smaller companies might offer broader responsibilities

ASSUMPTION: Comparisons are drawn based on typical market offerings for similar customer service roles in IT services.

📝 Sample Projects

• Assisting in the rollout of new customer service processes
• Participating in team initiatives to improve service efficiency
• Analyzing customer feedback to develop process improvements

ASSUMPTION: Projects may involve internal process enhancements and collaboration across different teams, aligning with business solution objectives.

❓ Key Questions to Ask During Interview

• What specific tools and technologies will I be using?
• What are the typical career paths for someone in this role?
• How does Conduent support professional development and growth?
• Can you describe the team culture and work environment?
• What are the KPIs or success metrics for this position?

ASSUMPTION: Questions are designed to gauge understanding of job expectations and opportunities for growth while joining Conduent.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Conduent Careers Portal
• Ensure your resume highlights relevant experience and skills
• Prepare for a possible phone interview
• Review potential behavioral and technical questions
• Follow any application guidelines specified by Conduent for submission

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

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