Job Description

Company Description
Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 37 years, we have been entrusted with caring for our clients' customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.
We believe that the best relationships come from trust and value. We call it One Sutherland.

We are seeking a dedicated and customer-focused Customer Service Associate to join our team in Mumbai, India. As a vital member of our customer support department, you will be responsible for providing exceptional service to our clients, addressing their inquiries, and resolving issues efficiently and professionally.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Identify and assess customers' needs to provide accurate and helpful information
• Handle and resolve customer complaints with empathy and efficiency
• Maintain and update customer accounts and records in our CRM system
• Collaborate with other departments to ensure customer satisfaction and timely resolution of issues
• Meet or exceed performance metrics related to call handling, customer satisfaction, and issue resolution
• Stay updated on company products, services, and policies to provide accurate information to customers
• Identify and escalate complex issues to appropriate teams or supervisors when necessary
• Contribute to a positive team environment by sharing knowledge and best practices with colleagues
• Participate in ongoing training and development programs to enhance customer service skills

Qualifications

• Recent graduates with no prior work experience (freshers only)
• Excellent verbal and written communication skills in English
• Strong customer service mindset with exceptional interpersonal skills
• Ability to empathize with customers and work independently
• High school diploma or equivalent
• Flexibility to work in shifts, including weekends and holidays if required

Additional Information
Sutherland never requests payment or favors in exchange for job opportunities. Please report any suspicious activity immediately to TAHelpdesk@Sutherlandglobal.com

Skills Required