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.
Job Description
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 mannerIdentify and assess customers' needs to provide accurate and helpful informationHandle and resolve customer complaints with empathy and efficiencyMaintain and update customer accounts and records in our CRM systemCollaborate with other departments to ensure customer satisfaction and timely resolution of issuesMeet or exceed performance metrics related to call handling, customer satisfaction, and issue resolutionStay updated on company products, services, and policies to provide accurate information to customersIdentify and escalate complex issues to appropriate teams or supervisors when necessaryContribute to a positive team environment by sharing knowledge and best practices with colleaguesParticipate in ongoing training and development programs to enhance customer service skillsQualificationsGood verbal and written communication skills in English.Strong customer service mindset with good communication skills.Ability to empathize with customers, manage time effectively, and work independently.High school diploma or equivalent and above.0–2 years of experience (freshers welcome).Additional InformationSutherland never requests payment or favors in exchange for job opportunities. Please report any suspicious activity immediately to [email protected]