Description:

Sopra Steria is hiring a Voice Process Associate for its Business Process Services (BPS) delivery center in Noida. This client-facing position centers on delivering front-line voice support and operational client service management for international enterprise accounts. In this role, you will handle real-time customer inquiries, map issue logs, resolve disputes, and maintain operational SLAs. While open to cross-industry call center talent, the position places a heavy emphasis on handling customer workflows within the utility sector ecosystem, requiring candidates to manage account inquiries, billing verifications, and technical support routing with high accuracy.

Key Technologies:

Customer Relationship Management (CRM) tools, Telephony & Contact Center Platforms, MS Office Automation

Requirements:

• Strictly Graduates only, with a preferred educational background in Commerce streams (e.g., B.Com, BBA, or related business qualifications).
• 0–2 years of operational experience inside a BPS, BPO, international call center, or corporate customer service domain.
• Prior customer handling or operational processing experience within the Utilities sector (e.g., energy, water, telecommunications customer accounts) is highly preferred.
• Exceptional verbal and written English communication skills, with a focus on active listening, neutral accentuation, and professional corporate tone management.
• Excellent general computer proficiency, including fast alphanumeric keyboard data-entry speeds, fluid navigation across concurrent browser windows, and basic spreadsheet validation logic.
• Total comfort operating within a continuous 24/7 rotational workplace framework—including night shifts, public holidays, and dynamic, flexible week-offs based on international client calendars.
• Sharp customer-handling instincts, emotional resilience when dealing with stressed callers, strong analytical problem-solving skills, and a process-oriented team mindset.