Customer Support Associate - International Non-Voice Process

Company Overview

Sutherland is a global leader dedicated to driving business and digital transformation, delivering exceptional customer engagement experiences. With over 35 years of expertise, we utilize advanced tools, proprietary technologies, and domain knowledge in AI, automation, analytics, and digital services to boost efficiency, productivity, and growth for leading brands across various industries such as Healthcare, Banking, Technology, and Retail.

Role Summary

We are inviting dynamic individuals to join our team as Customer Support Associates for our international non-voice process. Ideal candidates are quick thinkers with proficient typing skills and a passion for assisting global B2B clients in a chat-based environment.

Responsibilities

• Serve as the main contact for B2B customers via chat support.
• Deliver prompt, accurate and professional assistance while adhering to service level agreements (SLAs).
• Take complete ownership of customer interactions by proactively resolving issues and ensuring excellent service.
• Handle sensitive cases with empathy, positivity, and uphold the brand's image.
• Maintain precise records and documentation of customer interactions in company systems.
• Achieve performance targets including quality, productivity, attendance, and first-contact resolution.
• Recommend process enhancements and escalate recurring issues appropriately.

Candidate Profile

• Excellent spoken and written English communication skills (minimum B2 level).
• Typing speed of at least 30 words per minute with 93% accuracy.
• Strong orientation towards customer service with active chat communication capabilities.
• Empathy towards customers, effective time management, and ability to work independently.
• Basic knowledge of Windows operating system.
• Familiar with email etiquette and multi-channel communication (chat and voice).
• Minimum of high school diploma or equivalent; fresh graduates are welcome to apply.

Work Details

• Location: Sutherland A1 Block, Shriram Gateway Parks, Perungalathur, Chennai-63.
• Shifts: Rotational shifts including day and night schedules.
• Work schedule: 5 days weekly with 2 rotational off days.
• Onsite work setup with two-way cab transport available within a 25km radius based on shift timings.

Additional Information

Immediate joining candidates are preferred.

Our recruitment personnel: Nanditha V (please mention "Nanditha V HR" at the top of your resume).

Employee Benefits

• Exposure to a fast-paced international work environment where every opinion matters.
• Opportunities to develop vital skills such as problem-solving, professionalism, adaptability, and effective communication.
• A supportive and close-knit team culture celebrating all achievements.
• Strong potential for personal and professional growth within a global multinational corporation offering continuous learning.
• Recognition programs and rewards supporting your career advancement.

Important Notice

Sutherland does not charge candidates for job opportunities. Any suspicious requests should be reported immediately.