Job Description: Associate – International Non-Voice Process (Work from Home)
Company: Sutherland Global Services
Location: Remote (Hiring Office: Guwahati)
Experience: 0 – 1 years
Salary: INR 2 – 2.5 LPA
Openings: 50
Applicants: 5382
Employment Type: Full Time, Permanent
About Sutherland
Sutherland is a globally recognized leader in digital transformation and business process outsourcing (BPO). With over 35 years of experience, we specialize in delivering innovative solutions through AI, automation, and human-centered design. Our mission is to create exceptional brand experiences for our clients by combining technology with human expertise.
Role Overview:
We are hiring for the position of Associate – International Non-Voice Process at Sutherland. This is a remote, full-time opportunity where you will be responsible for handling customer queries via chat or email. If you have excellent communication skills and a passion for delivering exceptional customer service, this role is perfect for you!
Job Responsibilities: International Non-Voice Process
- Manage and resolve customer queries via chat and email.
- Provide accurate and timely information to customer inquiries.
- Troubleshoot and resolve customer complaints effectively.
- Collaborate with team members to achieve customer service targets.
- Stay up-to-date with product knowledge and company policies.
- Ensure customer satisfaction by maintaining a professional and friendly approach.
- Adhere to company guidelines, security protocols, and service-level agreements.
- Handle multiple customer interactions simultaneously while maintaining quality standards.
- Document customer interactions and issues in the system for future reference.
Requirements & Qualifications: International Non-Voice Process
- Education: High School Diploma or Any Graduation (UG not mandatory).
- Experience: Freshers are welcome; 0-1 year of experience in customer support preferred.
- Skills:
- Excellent written and verbal communication skills in English.
- Strong problem-solving and analytical skills.
- Ability to manage time efficiently in a fast-paced environment.
- Proficiency in using computers, including chat/email software and CRM tools.
- Active listening and attention to detail.
- Ability to work independently and as part of a team.
- Prior experience in a BPO or customer service environment is a plus.
Work Schedule & Benefits
- Shift: Rotational Night Shift (Flexible working hours required).
- Week Off: 2 rotational/split days off per week.
- Salary: INR 2.53 LPA.
- Job Type: Work from home (Full-time Employment).
- Benefits:
- Performance-based incentives.
- Training and career development opportunities.
- Medical insurance.
- Work-life balance with remote work flexibility.
- Friendly and inclusive workplace culture.
Application Process
Interested candidates can share their resumes with Shiek.Abdullah@sutherlandglobal.com
Interview Questions & Sample Answers for International Non-Voice Process
1. Tell me about yourself.
Sample Answer: “I am a recent graduate with a strong passion for customer service. I have excellent communication skills and a problem-solving mindset. I am looking for an opportunity where I can apply my skills and contribute to a customer-centric organization like Sutherland.”
2. Why do you want to work at Sutherland?
Sample Answer: “Sutherland is a well-known company in digital transformation and customer support. I admire the company’s commitment to innovation and excellent service. I am excited about the opportunity to work in a professional environment that values employee growth and development.”
3. How would you handle a difficult customer?
Sample Answer: “I would remain calm and listen carefully to the customer’s concerns. I would acknowledge their frustration, apologize if necessary, and provide a clear and effective solution to their issue. If needed, I would escalate the matter to a higher authority while ensuring the customer feels heard and valued.”
4. What do you know about the role of a Non-Voice Associate?
Sample Answer: “A Non-Voice Associate handles customer queries through chat and email instead of phone calls. The role involves resolving complaints, providing product information, and ensuring customer satisfaction through written communication.”
5. How do you manage multiple customer queries at the same time?
Sample Answer: “I prioritize queries based on urgency and complexity. I make sure to respond quickly and provide precise answers. Multitasking efficiently while maintaining accuracy is key to ensuring a positive customer experience.”
6. How do you ensure effective written communication?
Sample Answer: “I use clear and concise language, maintain a professional tone, and structure my responses logically. I also proofread my messages before sending them to avoid errors.”
7. Are you comfortable working night shifts?
Sample Answer: “Yes, I understand that this role requires rotational night shifts, and I am comfortable adjusting my schedule accordingly. I am prepared to maintain productivity and efficiency during these hours.”
8. How do you handle stress in a fast-paced work environment?
Sample Answer: “I stay organized and manage my time efficiently. I also practice deep breathing and take short breaks to stay focused. When needed, I seek support from colleagues or supervisors to find solutions.”
9. What do you do if you don’t know the answer to a customer’s query?
Sample Answer: “I would acknowledge the customer’s query and inform them that I will find the correct information. I would then consult available resources, a supervisor, or a colleague to ensure I provide an accurate response.”
10. Where do you see yourself in the next five years?
Sample Answer: “I see myself growing within Sutherland, taking on more responsibilities, and possibly moving into a leadership role. I am eager to learn and develop my skills to contribute more effectively to the company’s success.”
Why Join Sutherland?
- Career Growth: Opportunities to learn and progress in a supportive environment.
- Work-Life Balance: Remote work with flexible shifts.
- Inclusive Culture: Diverse workplace that values employees from all backgrounds.
- Competitive Compensation: Attractive salary with additional benefits.