Associate - Customer Support

Sutherland

Location

Bhopal, Madhya Pradesh

Work Mode

Onsite

Experience

0-2 Years

Salary

₹7 LPA

Deadline

Open

Required Skills

Verbal and written communication skills in EnglishCustomer service mindsetEmpathyTime managementIndependent workRotational shifts including day and night

Job Description

Sutherland is a digital transformation company that helps businesses with customer experience and automation. They combine human-centered design with AI, analytics, and automation to deliver exceptionally engineered experiences for customers and employees. With over 35 years of experience, Sutherland focuses on improving business performance and customer satisfaction. They operate in more than 25 countries and have a global workforce. The role involves serving as the primary point of contact for Business-to-Business (B2B) customers through Voice, Chat, and Email support, delivering timely, accurate, and professional assistance while meeting service-level agreements (SLAs), taking complete ownership of customer concerns and ensuring effective resolution, handling customer interactions with empathy, professionalism, and a customer-first approach, maintaining accurate customer records and interaction documentation within internal systems, achieving performance targets related to quality, productivity, attendance, and first-contact resolution, identifying recurring customer issues and suggesting process improvements, collaborating with internal teams to ensure seamless customer support operations, and upholding company standards and representing the brand positively during every interaction.

Responsibilities

["Serve as the primary point of contact for Business-to-Business (B2B) customers through Voice, Chat, and Email support.","Deliver timely, accurate, and professional assistance while meeting service-level agreements (SLAs).","Take complete ownership of customer concerns and ensure effective resolution.","Handle customer interactions with empathy, professionalism, and a customer-first approach.","Maintain accurate customer records and interaction documentation within internal systems.","Achieve performance targets related to quality, productivity, attendance, and first-contact resolution.","Identify recurring customer issues and suggest process improvements.","Collaborate with internal teams to ensure seamless customer support operations.","Uphold company standards and represent the brand positively during every interaction."]