Sutherland is hiring for the position of Customer Support Associate in Mumbai, India. Candidates with a Bachelor’s Degree/ Diploma are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | Sutherland |
| Position | Customer Support Associate |
| Qualifications | Bachelor’s Degree/ Diploma |
| Experience | Freshers/ Experienced |
| Location | Mumbai, India |
Key Responsibilities:
- Act as the primary point of contact for Business-to-Business (B2B) customers through calls, email, and chat.
- Provide timely, accurate, and professional support while adhering to service-level agreements (SLAs).
- Take full ownership of each customer interaction by demonstrating proactive problem-solving and excellent customer service.
- Handle sensitive issues with a positive and empathetic attitude, consistently representing the brand in a positive manner.
- Maintain accurate customer records and call documentation in the system with a high level of precision.
- Achieve and maintain key performance metrics, including quality, productivity, attendance, and first-contact resolution.
- Suggest process improvements and highlight recurring customer issues through the appropriate channels.
Eligibility Criteria:
- Good verbal and written communication skills in English.
- Strong customer service mindset with effective email communication skills.
- Ability to empathize with customers, manage time effectively, and work independently.
- Basic user-level knowledge of Windows operating systems.
- Familiarity with email etiquette and multi-channel communication, including voice, email, and chat.
- High school diploma or equivalent qualification or higher.
- 0–2 years of experience in a relevant role (freshers are welcome).
About Company:
Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation.
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