Customer Experience Associate III – Korean Bilingual

About the Role

Conduent is hiring a remote Customer Experience Associate III to provide expert support for government and business clients. In this senior-level position, you will utilize advanced technology, automation, and analytics to optimize operational efficiency and deliver personalized customer interactions. The role focuses on end-to-end issue resolution and serving as a knowledgeable subject matter expert for the broader team.

Requirements

• Qualified candidates must possess strong proficiency in the Korean language.
• You should have a well-developed skillset across a variety of business processes, procedures, and systems.
• The role requires the ability to solve problems independently and to exchange information and ideas effectively with both customers and internal teams.
• Applicants should be prepared to maintain any necessary professional licenses, training, or certifications relevant to the specific business area.
• Additionally, candidates should demonstrate the capacity to modify their work practices to improve efficiency and be willing to provide informal guidance to less experienced team members as needed.

Responsibilities

• In this role, you will assess incoming calls to determine the appropriate service level, whether it involves immediate assistance, a transfer, or follow-up actions.
• You are responsible for identifying customer needs by reviewing case details and treating every interaction as a unique case.
• Your daily tasks include performing routine call center activities, utilizing standard scripts to meet established service level agreements, and providing customers with specialized information.
• You will communicate with warmth and empathy while accurately gathering information to update company databases.
• You will also be expected to resolve customer issues from beginning to end, explain company policies, escalate complex complaints to senior management, and ensure full compliance with all organizational standards and procedures.