Customer Support - Associate / Sr Associate

Job Description: As the primary point of contact for Business-to-Business customers at Sutherland, you will engage with customers via Calls, Email, and Chat, ensuring timely, accurate, and professional support while adhering to service-level agreements (SLAs). Taking full ownership of each interaction, you will demonstrate proactive problem-solving and deliver excellent customer service. Handling sensitive issues with a positive and empathetic approach, you will consistently represent the brand in a positive light. Your responsibilities will also include maintaining precise customer records and call documentation in our systems, meeting performance metrics such as quality, productivity, attendance, and first-contact resolution, as well as identifying process improvements and highlighting recurring customer issues through appropriate channels. Qualifications: - Fluent verbal and written communication skills in English. - Possess a strong customer service mindset coupled with effective communication abilities. - Ability to empathize with customers, manage time efficiently, and work independently. - High school diploma or equivalent educational qualification is required, 02 years of experience preferred (freshers are also welcome!). Additional Information: - Working Location: Navi Mumbai, Airoli. - Timings: 8 hours plus 1-hour break. - Perks: Cab facilities available for locations within 25 Kms of the office. Disclaimer:,