BPO SPE Voice – Cognizant – Full Job Description

Company: Cognizant
Location: Hyderabad, Telangana
Job Type: Full-time
Salary: Full-time

Job Summary:

We are seeking a dedicated and experienced BPO SPE Voice professional with 2 to 5 years of experience to join our team. The ideal candidate will have a strong background in Service Now and will be responsible for providing exceptional voice support to our clients. This hybrid role offers the flexibility of working both remotely and on-site with a day shift schedule. No travel is required.

Responsibilities:

• Provide exceptional voice support to clients ensuring all inquiries and issues are resolved promptly and effectively.
• Utilize Service Now to manage and track client interactions and service requests.
• Collaborate with team members to ensure seamless service delivery and client satisfaction.
• Maintain up-to-date knowledge of company products services and policies to provide accurate information to clients.
• Identify and escalate complex issues to the appropriate departments for resolution.
• Monitor and report on key performance indicators to ensure service level agreements are met.
• Participate in regular training sessions to enhance product knowledge and customer service skills.
• Contribute to the development and implementation of process improvements to enhance service delivery.
• Provide feedback to management on client issues and trends to help improve overall service quality.
• Ensure compliance with company policies and procedures in all client interactions.
• Maintain accurate and detailed records of client interactions and transactions.
• Assist in the development of training materials and resources for new team members.
• Support team members in achieving their performance goals and objectives.

Qualifications:

• Must have 2 to 5 years of experience in a BPO SPE Voice role.
• Must have hands-on experience with Service Now.
• Should possess excellent communication and interpersonal skills.
• Should have strong problem-solving abilities and attention to detail.
• Must be able to work effectively in a hybrid work model.
• Should be comfortable working in a day shift schedule.
• Must be able to work independently and as part of a team.
• Should have a customer-focused mindset and a commitment to providing high-quality service.
• Must be proficient in using computer systems and software applications.
• Should have the ability to multitask and manage time effectively.
• Must be adaptable to changing work environments and client needs.
• Should have a proactive approach to identifying and resolving issues.
• Must be willing to participate in ongoing training and development programs.

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