Associate-CS Phone Role
at Sutherland
Contract Type:
Permanent, Work-from-Home (WAH)
Location: Chennai, Tamil Nadu, India
Job ID: REF24049S
Date Published: October 13, 2024
Company
Overview:
Sutherland
is a leading global provider of process transformation services. We work with
businesses across a wide range of industries to deliver exceptional customer
experiences. At Sutherland, we are driven by innovation, teamwork, and the
desire to create a lasting impact. We are now looking for an attentive and
goal-oriented individual to join our team as an Associate-CS Phone.
Role
Overview:
As
an Associate Customer Support (CS) representative, you will be the first point
of contact for customers. Your role will primarily involve handling inbound
customer support calls, emails, and instant messages, helping consumers resolve
their issues and delivering a high-quality customer experience. This is a great
opportunity for someone who enjoys solving problems and working in a fast-paced
environment. You will work from the comfort of your home, supported by a
network of driven colleagues.
This
role offers the potential for professional growth through learning
opportunities and mentoring, as well as the chance to make a positive
difference in the lives of customers. As part of our commitment to excellence,
you will be expected to meet certain quality standards, time metrics, and
service expectations.
Key
Responsibilities:
- Customer Support:
Provide first-line support via phone, email, and instant messaging for
inquiries regarding FIS products and services.
- Problem Resolution:
Troubleshoot issues, identify the root cause, and apply the appropriate
tools and resources to resolve customer concerns effectively.
- Escalation Management:
When necessary, escalate technical or product-related issues to the
relevant Product Support department for further assistance. Follow up on
escalated issues to enhance your understanding and knowledge.
- Inquiry Processing:
Handle a high volume of customer inquiries and resolve a targeted
percentage of these inquiries to ensure customer satisfaction.
- Documentation and Record Keeping:
Maintain accurate records of customer interactions by updating contact
information, support requests, and resolutions.
- Mentorship:
Offer guidance to less experienced Customer Service Associates, helping
them grow their skills and resolve complex customer issues.
- Performance Metrics:
Adhere to key performance standards, such as maintaining high-quality
interactions, meeting average handle time targets, and ensuring schedule
adherence.
Desired
Qualifications:
- Educational Requirements:
10+2 (Higher Secondary), Degree, or a 3-year Diploma is required.
- Skills & Experience:
Candidates should have good communication skills, a customer-focused
attitude, and the ability to multitask in a dynamic environment. Prior
experience in a customer service role is a plus but not mandatory.
Familiarity with FIS products or related financial services tools will be
beneficial.
Why
Join Sutherland?
At
Sutherland, we believe in fostering a culture of growth and innovation. By
joining us as an Associate-CS, you will be part of a global team that values
collaboration, accountability, and excellence. We provide ample opportunities
for learning, career advancement, and personal development. Our remote work
model offers flexibility while maintaining a strong support network through
continuous training, coaching, and mentoring.
Additional
Information:
At
Sutherland, we are committed to maintaining a diverse and inclusive work
environment. All candidate information will be kept confidential in accordance
with EEO guidelines. We encourage individuals from all backgrounds and
experiences to apply and become part of our success story.
This
role is perfect for someone who is looking for stability, professional growth,
and the opportunity to work remotely while contributing to a global company. If
you are passionate about customer service, problem-solving, and learning new
skills, this could be the role for you.
How
to Apply:
If
you are ready to embark on a fulfilling career with Sutherland and believe you
have the skills and drive to help us succeed, we would love to hear from you.
Apply today with Job ID REF24049S and take the first step towards
becoming a valued member of our team.
