Address
Form of work
SalaryAbout Conduent:
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:
Key duties & responsibilities:
Ascertains the nature of the transaction/call and assesses whether it can be handled in place, needs to be transferred, or further follow-up is required, in order to provide client with appropriate resolution.- Identifies customer needs by referring to past transactions/case notes, analyzing case by case as needed.
- Executes routine inbound and outbound call center activities concerning the business products/services, using alternatives as per standard scripts and established guidelines and under supervision, in order to meet SLAs.
- Provides customer with appropriate customized information requested
- Derives all necessary information from customer to update database
- Escalates issues to senior levels as needed, based on reports on complaints or concerns, explaining company policies to customers
- Responsible for the end-to-end resolution of the customer issue which might include the inbound transaction, follow-up calls and final closure statement
- Monitor various Social media Platforms and interact with consumers.
- Collaborate to create canned, or frequently used responses.
- Provide real-time feedback about trends, comments and complaints
- Use CRM to accurately capture consumer interactions.
Requirements:
Experience with social media sites (Facebook, Twitter, YouTube, Instagram)- Demonstrated understanding and knowledge of Internet principles, terminology and functionality
- Excellent Customer service skills
- Strong verbal and written communications and listening skills.
- Well developed problem analysis and decision making skills.
- Ability to perform in high-pressure and fast-paced environment and handle multiple tasks simultaneously
- Demonstrated Proficiency in Microsoft Office Suite including word, Excel and Outlook.
Language
- You will be required to work in US English
Hours of work
- Weekend hours are worked on a rotation basis, you will work 5 shifts / 7 days.
Pay Transparency Laws in some locations require disclosure of compensation-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation or sick time. The estimated salary for this role is $ 19.58 CAD/hour.
Closing:
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 clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. 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. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.
