Conduent Customer Care Associate II in Subang Jaya, Malaysia

Customer Care Associate II

Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com .

Purpose:

  • Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.

  • Using a computerized system, responds to customer inquiries in a call center environment.

  • To resolve customer queries and complaints, which fall within the scope of the assigned responsibilities (Some examples may include Billing, Healthcare, Human Resources, Order Processing, or Customer Support). Agents will have at their disposal a range of tools, processes and systems to address the customers inquiries with speed and efficiency.

  • The purpose of the role is to respond to inbound calls and or written inquiries from clients / customers. Ensures high level of customer satisfaction is obtained with each interaction. Role is responsible for assigned population of customers within a specified region of support.

Scope:

General:

  • Intermediate level job with some work experience

  • Has developed knowledge and skills through formal training & applies these to complete assigned work within own area of expertise

  • Identifies problems in straightforward situations, and makes sound decisions using standard procedures

  • Works within established procedures with a moderate degree of supervision

Primary Responsibilities:

  • Responds to telephone inquiries and complaints using standard scripts and procedures

  • Gathers information, researches/resolves inquiries and logs customer calls

  • Communicates appropriate options for resolution in a timely manner

  • Informs customers about services available and assesses customer needs

  • Prepares standard reports to track workload, response time and quality of input

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, sex, marital status, sexual orientation, physical or mental disability, 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 or compete for employment with Conduent Business Services or one of its subsidiaries may request such accommodation(s) by sending an e-mail to accommodations@Conduent.com . Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Job Customer Care

Primary Location Malaysia-Selangor-Subang Jaya

Organization Commercial Sector

Unposting Date Ongoing

Req ID: 17016078