Customer Support - Associate Sr Associate

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.

Job Description

• Be the primary point of contact for our Business-to-Business customers through Calls, Email & Chat.
• Provide timely, accurate, and professional support while maintaining service-level agreements (SLAs).
• Take full ownership of each interaction with proactive problem-solving and excellent customer service.
• Handle sensitive issues with a positive and empathetic approach, always portraying the brand in a positive light.
• Maintain customer records and call documentation in our systems with precision.
• Meet performance metrics such as quality, productivity, attendance, and first-contact resolution.
• Suggest process improvements and flag recurring customer issues through proper channels.
  
  

• Good 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!).
  
  

• Working Location: Navi Mumbai , Airoli
• Timings: 8 Hours plus 1 Hour break
• Perks: Cab facilities available (within 25 Kms of office location).