Customer Experience Associate / Associate II (Voice Process)

Candidates typically face a three‑stage process: an online aptitude test covering logical reasoning, quantitative ability, and English, followed by a functional interview that includes role‑play scenarios, call handling simulations, and communication assessment. The final HR round evaluates cultural fit, salary expectations, and availability. Overall difficulty is moderate; thorough preparation of aptitude topics and mock call sessions greatly improve success chances.

Conduent promotes a collaborative and inclusive work culture where employees are encouraged to share ideas and take ownership of projects. The company offers structured learning programs, mentorship, and a balanced work‑life environment, allowing staff to grow both professionally and personally.

• Minimum qualification: 12th Pass or any Graduate (any stream). • Freshers as well as candidates with up to 2 years of experience are eligible. • No specific percentage criteria; however, a minimum of 60% in academics is preferred. • Candidates from the 2025‑2026 batch are encouraged to apply. • No active backlogs at the time of joining. • Must possess valid ID proof and be legally eligible to work in India.

Round 1: Online aptitude test (logical reasoning, quantitative, verbal) → Round 2: Technical/Functional interview (role‑play, situational questions, communication assessment) → Round 3: HR interview (fitment, salary expectations, availability)

Conduent Business Services India LLP is a global leader in digital platforms and business process services, helping Fortune 500 companies transform their operations through technology, analytics, and automation. With a strong presence in India, Conduent offers a vibrant work environment that blends cutting‑edge digital solutions with a customer‑centric mindset. The company prides itself on fostering a culture of continuous learning, diversity, and social responsibility, making it an attractive destination for fresh talent and experienced professionals alike. As part of its expansion in the Bangalore hub, Conduent is conducting a walk‑in drive for the role of Customer Experience Associate (also referred to as Associate II – Voice Process). This position is ideal for candidates who are passionate about delivering exceptional service over the phone, enjoy solving problems in real time, and are eager to grow within a structured career path. The role offers a clear trajectory from an entry‑level associate to senior supervisory and managerial positions, with regular performance‑based appraisals and opportunities to upskill through internal training programs. **Key Responsibilities:** 1. Answer inbound customer calls and provide accurate information regarding products and services. 2. Resolve customer queries, complaints, and technical issues within defined SLAs. 3. Maintain detailed call logs and update CRM systems in real time. 4. Identify upsell or cross‑sell opportunities based on customer needs. 5. Follow standard operating procedures and adhere to quality standards. 6. Participate in regular training sessions and knowledge‑sharing forums. 7. Provide feedback to process improvement teams based on call observations. 8. Achieve daily, weekly, and monthly performance metrics such as AHT, CSAT, and FCR. 9. Collaborate with team members and supervisors to ensure smooth workflow. 10. Escalate complex issues to higher‑level support when required. **Tech Stack & Tools:** Primarily uses voice‑over‑IP platforms, Salesforce or similar CRM tools, Microsoft Office Suite, and basic data entry applications. Familiarity with ticketing systems and call monitoring software is advantageous. **Growth Path:** Starting as an Associate, high performers can advance to Senior Associate, Team Lead, Operations Manager, and eventually functional specialist roles. Conduent also encourages lateral moves into analytics, quality assurance, and training domains. **Why Join Conduent?** The company offers a competitive salary package, performance bonuses, health insurance, and a supportive work culture that values employee well‑being. With a focus on digital transformation, employees get exposure to the latest industry trends and technologies, making it an excellent launchpad for a long‑term career in the BPO and customer experience space.