BPS - Voice Process Associate

About Sopra Steria
Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2025, the Group generated revenues of €5.6 billion.
The world is how we shape it.

Job Description

The Process Associate – Backend Operations will be responsible for executing and supporting key operational processes with high accuracy and efficiency. The role focuses on data processing, documentation, validation, and coordinating with internal teams to ensure smooth workflow delivery. The ideal candidate should have strong analytical abilities, attention to detail, and the capability to work in a fast-paced, process-driven environment.

Job Responsibilities:

• Manage both incoming and outgoing customer contacts using all available channels (email, letters, calls)

• Work collaboratively as part of a team to achieve top quartile performance consistently

• Ensure timely and quality processing of customer requests to reduce repeat contacts and complaints

• Contribute to continuous improvement initiatives aimed at enhancing customer satisfaction

• Deliver first-class customer service through proactive communication and resolution of queries

Total Experience Expected: 00-02 years

Qualifications

• Bachelor’s Degree (mandatory)

• Minimum 1 year of experience in Business Process Services (BPS), preferably in Utilities domain

• Voice & Accent (V&A) trained

• Proven Customer Service / Customer Handling experience

• Excellent communication skills (spoken and written)

• Strong computer proficiency and adept in MS Office (Excel/Word)

• Comfortable working in a 24/7 environment with flexible offs

• Willingness to work from office location

• Successfully cleared Typing Test with:

• Speed: Minimum 20 WPM

• Accuracy: 90%

• No limitations in identifying colors (no color blindness)

• Ability to join on short notice

Additional Information

1) This role requires high adaptability and a customer-first mindset

2) Candidates should demonstrate:

• Strong problem-solving skills

• Ability to work under pressure in a fast-paced environment

• Commitment to maintaining service excellence standards

3) Opportunity to grow within the Utilities BPS domain by contributing to process improvement and customer experience enhancement

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.