Job Title: Customer Support Associate – International Non-Voice Process
Company: Sutherland
Job Location: Remote (Hiring office located in Guwahati)
Experience Required: 0 – 1 year
Salary: 2 – 2.3 Lacs P.A.
Job Type: Full-time, Permanent
Shift: Rotational Night Shift
Week Offs: 2 Days off (Rotational/Split)
Employment Type: Full-time Employee (FTE)
Notice Period: Immediate Joiners Preferred
Job Description
Greetings from Sutherland Global Service!
We are actively seeking candidates for the role of Associate – International Non-Voice Process. This is a great opportunity for freshers and experienced professionals looking to work in a dynamic and customer-oriented environment.
As a Customer Support Associate, you will be responsible for handling customer queries via chat and email, ensuring customer satisfaction by providing accurate and timely responses. You will play a crucial role in maintaining a high level of service quality and adhering to company policies.
Key Responsibilities as Customer Support Associate
- Handle customer queries via chat and email in a professional and timely manner.
- Provide accurate and prompt responses to customer inquiries.
- Resolve customer complaints effectively while ensuring customer satisfaction.
- Maintain a positive and empathetic approach while interacting with customers.
- Work in coordination with team members to achieve service targets.
- Stay updated with product knowledge, policies, and procedures to provide accurate information.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Document customer interactions accurately for future reference.
- Handle multiple chat conversations simultaneously with efficiency.
- Identify customer pain points and escalate issues when necessary.
Required Qualifications: Customer Support Associate
- High school diploma or any graduate degree.
- Proficiency in the English language (both written and verbal).
- Ability to type quickly and accurately.
- Basic computer literacy and familiarity with email and chat tools.
- Good comprehension and problem-solving skills.
- Ability to work under pressure in a fast-paced environment.
- A proactive approach towards handling customer queries and issues.
Key Skills Required
- Customer Service: Ability to handle customer queries efficiently.
- Communication Skills: Excellent written and verbal communication skills.
- Problem-Solving: Ability to assess problems and provide appropriate solutions.
- Time Management: Ability to prioritize tasks and respond promptly.
- Active Listening: Understanding customer concerns and responding effectively.
- Multitasking: Capability to handle multiple chat conversations simultaneously.
- Adaptability: Ability to work in a dynamic and changing environment.
- Team Collaboration: Work cohesively with team members to achieve targets.
Perks & Benefits
- Work from home opportunity.
- Competitive salary package.
- Two rotational week-offs.
- Growth opportunities within the organization.
- Comprehensive training and development programs.
- Exposure to international clients and work culture.
- Performance-based incentives.
About Sutherland
Sutherland is a leading experience-led digital transformation company. We make digital human by combining human-centered design with real-time analytics, AI, cognitive technology, and automation to create exceptionally engineered brand experiences. With a global presence and an innovative approach, we are dedicated to delivering best-in-class customer experiences.
Interview Questions & Answer for Customer Support Associate
1. Tell us about yourself.
Answer: I am a recent graduate with a strong interest in customer service. I have excellent written and verbal communication skills, and I enjoy helping people resolve their queries. I am tech-savvy and can quickly adapt to new software and work environments. I am excited about this opportunity at Sutherland as it aligns with my career goals.
2. What do you know about Sutherland?
Answer: Sutherland is a global company that specializes in digital transformation and customer experience management. It provides AI-driven solutions, customer service, and business process outsourcing. The company focuses on innovation, automation, and creating seamless customer experiences.
3. Why do you want to join our company?
Answer: I am impressed by Sutherland’s commitment to digital transformation and its focus on customer experience. I believe this role will allow me to enhance my communication and problem-solving skills while working in an international environment. The company’s work-from-home flexibility is also appealing.
4. How would you handle an angry customer?
Answer: I would remain calm and listen attentively to the customer’s concerns. I would empathize with their frustration and assure them that I am there to help. Then, I would provide a clear and professional resolution to their problem or escalate the issue to the appropriate department if necessary.
5. What are your strengths?
Answer: My strengths include strong communication skills, adaptability, patience, and problem-solving abilities. I can efficiently handle customer queries, and I am quick to learn new tools and processes.
6. What would you do if you don’t know the answer to a customer’s question?
Answer: I would politely acknowledge the customer’s question and let them know that I will check the details and provide an accurate response. I would then refer to company resources or consult with a senior team member to find the correct answer before responding to the customer.
7. How do you prioritize tasks in a fast-paced environment?
Answer: I prioritize tasks based on urgency and impact. For customer service, I focus on resolving high-priority issues first while maintaining efficiency in handling routine queries. Time management and multitasking help me maintain productivity.
8. Are you comfortable working night shifts?
Answer: Yes, I understand that this role requires rotational night shifts, and I am comfortable working flexible hours. I am prepared to manage my schedule accordingly to maintain a healthy work-life balance.
9. How would you handle multiple chat conversations at the same time?
Answer: I would manage multiple chat conversations by carefully reading each customer’s query, providing concise and accurate responses, and prioritizing urgent issues. I would ensure that I do not compromise the quality of service while handling multiple queries efficiently.
10. Where do you see yourself in five years?
Answer: In five years, I see myself growing within the organization, taking on more responsibilities, and possibly leading a team. I want to develop my skills further and contribute to the company’s success.