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BPO SPE Voice

JD 3


Job summary

We are seeking a dedicated and experienced BPO SPE Voice professional with 2 to 3 years of experience in customer service and customer voice. The ideal candidate will work from our office in a rotational shift environment. This role is crucial in ensuring customer satisfaction and maintaining high service standards.


Responsibilities

  • Handle inbound and outbound customer calls with professionalism and efficiency.
  • Address customer queries and resolve issues promptly to ensure customer satisfaction.
  • Maintain accurate records of customer interactions and transactions.
  • Provide detailed information about products and services to customers.
  • Follow communication scripts and guidelines to ensure consistency in service delivery.
  • Escalate complex issues to the appropriate departments for resolution.
  • Collaborate with team members to improve customer service processes.
  • Participate in training sessions to stay updated on product knowledge and customer service techniques.
  • Meet performance targets and KPIs set by the management.
  • Ensure compliance with company policies and procedures.
  • Use CRM software to manage customer information and track interactions.
  • Provide feedback to management on customer issues and service improvements.
  • Maintain a positive and professional demeanor during all customer interactions.

    • Qualifications

  • Must have 2 to 3 years of experience in customer service and customer voice.
  • Should possess excellent communication and interpersonal skills.
  • Must be able to work in a rotational shift environment.
  • Should have strong problem-solving abilities.
  • Must be proficient in using CRM software.
  • Should be detail-oriented and able to multitask.

    • Certifications Required

    Certified Customer Service Professional (CCSP) or equivalent certification preferred.

    The Cognizant community:
    We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

    • Cognizant is a global community with more than 300,000+ associates around the world.
    • We don’t just dream of a better way – we make it happen.
    • We take care of our people, clients, company, communities and climate by doing what’s right.
    • We foster an innovative environment where you can build the career path that’s right for you.

    About us:
    Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

    Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

    If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

    Disclaimer:
    Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

    Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

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