Associate/Sr. Associate

Job Description: As a Customer Support Representative at Sutherland, you will be the primary point of contact for our Business-to-Business customers via email and chat. Your responsibilities include providing timely, accurate, and professional support while adhering to service-level agreements (SLAs). You will take full ownership of each interaction, demonstrating proactive problem-solving and delivering excellent customer service. Handling sensitive issues with a positive and empathetic approach is essential to maintain a positive brand image. Additionally, you will be responsible for maintaining precise customer records and call documentation in our systems. Meeting performance metrics such as quality, productivity, attendance, and first-contact resolution is a key aspect of your role. Your insights for process improvements and identifying recurring customer issues will be valuable contributions to the team. Work setup: - Location: Work from Office - Shift: Rotational shifts-includes both day and night What we offer: - A fast-paced, global work environment where your input is valued. - Skills development in problem-solving, professionalism, adaptability, and communication. - A supportive team environment that celebrates achievements, big or small. - Opportunities for rapid growth within a global MNC with continuous learning and development prospects. - Recognition and rewards as you progress on your career path. Qualifications: - Proficient verbal and written communication skills in English. - Strong customer service orientation with active email communication abilities. - Capability to empathize with customers, manage time efficiently, and work autonomously. - Basic user-level familiarity with Windows operating systems. - Knowledge of email etiquette and handling multi-channel communication (Voice, email & Chat). - High school diploma or equivalent and above. - 02 years of experience preferred (freshers are welcome!). Additional Information: Disclaimer:,