Company Description
We are One Sutherland — a global team where everyone is working
together to create great breakthrough solutions. Our workforce has
thrived in an environment of diversity of thought, experience and
background. We celebrate our diversity and embrace it
whole-heartedly. Sutherland is an equal opportunity employer. We
promote a positive work environment by conducting ourselves
professionally and helping each other achieve our goal of One
Sutherland Team, Playing to Win.
Sutherland was founded 35 years ago (1986). Since then, we have
become a leading global provider of business process and technology
management services offering an integrated portfolio of
analytics-driven back office and customer-facing solutions that
support the entire customer life cycle.
Job Summary:
The primary objective of this role is to provide first- class
customer service by responding to incoming inquiries via the
communication channels of the project.
Duties and Responsibilities:
Provide professional and competent customer service.
Communicate clearly and concisely with both external customers and
coworkers.
Document customer account activities thoroughly and concisely.
Provide quality service corresponding to the set quality targets to
guarantee high customer satisfaction.
Be flexible in handling customer inquiries, offer services/products
that meets the current customer interest.
To upsell the client portfolio.
To know the specifics of the work processes related to the
accounts, customer retention policies, troubleshooting scenarios
and other products and processes related to the customer’s
subscription, to be aware in details in all work-related systems,
the knowledge base and escalation process
Empathize with and prioritize customer needs, respecting every
customer.
Identify customers’ needs, clarify information, research every
issue and provide solutions.
Work as part of a team in a constantly learning environment sharing
knowledge.
Complete all given tasks within the time specified.
Adhere to the non-disclosure agreement.
Adhere to the health and safety policies and fire-safety
regulations;
Mark attendance accurately in the attendance tool every day,
following the procedures;
Strictly adhere to work the hours of the shift assigned as well as
all break timings;
Adhere to the rules and regulations, and the policies of Sutherland
and the Client.
Qualifications
Ability to have a flexible schedule to workdays, nights, weekends,
and Special Events.
High school or university degree.
Strong in Italian skills (comprehension, written and spoken);
Strong skills in English language.
Ability to clearly understand and comprehend information captured
in client’s emails.
Customer Service experience, as well as customer retention and
technical support.
Understands the basic technical terminology (operating systems,
browsers, routers, modems, etc);
Experience with Salesforce or other help desk ticketing platforms
is preferred.
Experience using MS Office.
Problem-solving and critical thinker who can easily navigate
systems, multi-task, diagnose problems, and provide friendly and
efficient resolution.
Comfortable working in a fast-paced environment, demonstrating
ownership and accountability for each customer they connect
with;
Motivated to provide maximum customer satisfaction.
Ability and experience to work in a team environment.
Precision, loyalty, organization.
Our employees enjoy:
Competitive compensation packages inclusive of base pay,
incentives, over-time and shift differentials for certain
shifts.
Annual merit increase based on performance.
Paid Training whether onsite or in work at home.
Discounts for several corporate and retail partners for services
and products once Sutherland ID is presented.
Excellent training and supervisory support – to help you feel
comfortable servicing our customers.
Competitive Salary with an attractive and attainable PBI
structure.
Paid vacation and sick leave annually.
Exceptional Health and Life Insurance Plan
Lunch benefits and subsidy.
Onsite lunch concessionaire at reduced rates.
Transportation/ Shuttle Services – Free transportation home for
shifts that end after 9:00 pm and pick-ups for shifts that begin
before 6am
Free On-site medical suite with nurse and medical doctor.
Daily Refuel Plan – Robust and dynamic schedule of activities to
keep employees energized both at home and in the office.
Paid referral program
Career development & growth opportunities for advancement.
Excellent Reward and recognition programs.