Customer Support Associate Navi Mumbai (India)

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 qualified 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.

Qualifications

Good verbal and written communication skills in English.

Solid customer service mindset with positive 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 suspicious activity immediately to “[email protected]”

Additional Information

Working Location: Navi Mumbai , Airoli

Timings: 8 Hours plus 1 Hour break

Perks: Cab facilities available (within 25 Kms of office location).