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Customer Support Associate
Sutherland
Original Job Summary
About Sutherland
Artificial Intelligence, Automation, Cloud engineering and Advanced analytics are the core expertise at Sutherland. We work with iconic brands worldwide providing market-leading technology and business process excellence. We drive digital transformation and reinvent experiences through advanced products and platforms.
Job Description
As a Customer Support Associate, you will be the primary point of contact for our Business-to-Business customers via Calls, Email & Chat. You will provide timely, accurate and professional support while upholding service-level agreements (SLAs), take full ownership of each interaction and proactively solve problems with a positive, empathetic approach.
You are responsible for maintaining precise customer records and call documentation in our systems, meeting performance metrics including quality, productivity, attendance and first-contact resolution. You are encouraged to suggest process improvements and flag recurring issues through proper channels.
Qualifications
- Good verbal and written communication skills in English.
- Strong customer service mindset with active email communication skills.
- Ability to empathize with customers and manage time effectively.
- Basic user-level knowledge of Windows operating systems.
- Familiarity with email etiquette and multi-channel communication (Voice, Email & Chat).
- High school diploma or equivalent; 0–2 years experience (freshers welcome!).
Key Skills/Competency
- Customer Service
- Communication
- Problem-solving
- Chat
- B2B
- Windows
- SLA
- Documentation
- Empathy
How to Get Hired at Sutherland
🎯 Tips for Getting Hired
- Customize Your Resume: Highlight customer support and communication skills.
- Research Sutherland: Understand their digital transformation and tech focus.
- Prepare for Multi-channel Interviews: Practice phone, email, and chat scenarios.
- Showcase Problem Solving: Emphasize proactive support examples.