Claims Associate

Job Description: Sutherland is hiring Customer Support Associates on contract role for the SAS process , supporting a leading international airline. If you have a knack for problem-solving and excellent communication skills, this is the right opportunity for you! Key Responsibilities: Handle customer queries related to refunds, baggage mismatches, lost luggage , and other travel-related concerns Respond to customers via email and chat , ensuring timely and accurate resolutions Maintain high-quality communication standards and adhere to email etiquette Achieve daily resolution targets (e.g., resolving 2050 cases/day) Maintain case logs, follow up where required, and ensure customer satisfaction Collaborate with internal teams to close open cases efficiently Required Skills: Excellent verbal and written communication skills in English Strong email writing skills with proper etiquette Ability to handle high volumes of queries in a fast-paced environment Problem-solving attitude and customer-centric approach Familiarity with ticketing or travel industry processes is a plus (not mandatory) Shift & Work Details: Location: Work from Office – Airoli, Navi Mumbai Shift Timing: 9-hour rotational shifts between 7:00 AM – 1:30 AM Work Days: 5 days working with 2 rotational week offs Interview Process: HR Screening Operations Rounds SHL Assessment (WriteX – min 50%) Typing Test (25 WPM with 85% accuracy) Documentation & Offer Perks & Benefits: Travel allowance as per company policy (1750 for one-way opted) Comprehensive training and onboarding Exposure to international airline operations Dynamic work culture and career growth opportunities