Customer Service - Associate

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

• 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).

Sutherland never requests payment or favors in exchange for job opportunities. Please report any suspicious activity immediately to [email protected]