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Customer Engagement Specialist
hace 2 meses
Job Summary:
We are seeking a highly skilled Customer Engagement Specialist to join our team at Conduent. As a key member of our Customer Engagement Center, you will be responsible for providing exceptional customer service to our clients in German and English languages.
Key Responsibilities:
- Assess customer calls to provide immediate service, transfer, or follow-up for resolution.
- Identify customer needs by referring to case notes and examining each case individually.
- Perform routine call center activities related to business products and services.
- Use standard scripts and established guidelines to meet Service Level Agreements (SLAs).
- Provide customers with specialized information in a warm and empathetic manner.
- Gather necessary information to update the database.
- Evaluate issues and escalate to senior levels based on customer complaints or concerns.
- Explain company policies to customers.
- Perform other duties as assigned.
- Comply with all company policies and standards.
Requirements:
- Ability to interact with clients and provide excellent customer experience resulting in long-term business relationships.
- Understanding of the importance of accuracy and quality in customer interactions.
- C2/C1 level of German language and B2 English language proficiency is required.
- Flexibility to work various shifts between 7:00 AM and 11:00 PM, Monday to Sunday, and be open to working outside normal hours for Roadside Assistance.
- Target-oriented and at least 1 year of work experience in sales.
About Conduent:
Conduent is a leading business process services company that helps organizations improve their performance and customer experience. We are committed to supporting the employment of people with disabilities and value diversity in the workplace.
