Customer Experience Associate II
Customer Experience Associate II
Posted on :
22-05-2025
Employer Active
1 Vacancy
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Job Description
Description
Job Track Description:
- Performs business support or technical work using data organizing and coordination skills.
- Performs tasks based on established procedures.
- In some areas requires vocational training certifications licensures or equivalent experience.
General Profile
- Expands skills within an analytical or operational process.
- Maintains appropriate licenses training and certifications.
- Applies experience and skills to complete assigned work.
- Works within established procedures and practices.
- Works with a moderate degree of supervision.
Functional Knowledge
- Has developed skillset in a range of processes procedures and systems.
Business Expertise
- Supports the achievement of company goals by integrating teams for the best outcome.
Impact
- Impacts a team through quality of services and information provided.
- Follows standardized procedures and practices and receives moderate supervision and guidance.
Leadership
- Has no supervisory responsibilities.
- Manages own workload.
Problem Solving
- Ability to problem solve selfguided.
- Evaluates issues and solutions to provide the best outcome for the client and endusers.
Interpersonal Skills
- Exchanges information and ideas effectively.
Responsibility Statements
- Assesses calls to provide service immediately be transferred or require followup for client resolution.
- Identifies customer needs by referring to case notes and examining each as a specific case.
- Performs routine call center activities concerning business products and services.
- 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.
- Gathers all necessary information to update the database.
- Escalates issues to senior levels based on complaints or concerns.
- Explains company policies to customers.
- Performs other duties as assigned.
- Complies with all policies and standards.
Required Experience:
IC
Employment Type
Full Time
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