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BPO SPE Voice

Cognizant

5 - 7 years

Hyderabad

Posted: 4/18/2025

Job Description



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.

    • About Company

    Cognizant is a global leader in technology and consulting services, helping businesses transform their operations through digital solutions. Specializing in IT services, including software development, business process outsourcing, and consulting, Cognizant supports clients across industries such as healthcare, financial services, manufacturing, and retail. With a focus on innovation, Cognizant assists organizations in modernizing their technology, improving operational efficiency, and enhancing customer experiences. Headquartered in the U.S., it is consistently ranked among the most admired companies in the world and is a member of the NASDAQ-100.

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