Company Description
Sutherland is a global leader in digital transformation and
world-class customer service. We are the driving force behind
today’s experiential giants – the companies best known for the
transformative experiences they deliver, operating in a variety of
industries, from technology & travel to telecommunications,
banking and more.
Job Description
Еnsure provision of customer support services through various
channels of communication, including phone, email, and other media
to the end customers of the Client by providing support and
mentoring to consultants and assistance to the Team manager;
performing regular quality audits and act as first point of contact
for the agents and the Client.
Qualifications
• Provide support to the consultants in day-to-day work
activities;
•
Assist the consultants in documentation and reporting process;
• Provide any information that a consultant requires to do their
job well;
• Help the Team managers monitor the email/chat/voice queues;
• Assist new hires with product and process questions;
• Provide feedback to managers about consultants’ performance;
• Be involved in the scheduling of the team upon management
request;
• Help Team managers to manage the attendance of the consultants
and schedule adherence;
• Respond to Customer queries in all channels – calls, emails, and
webchat, using the Client’s service system;
• Identify customers’ needs, clarify provided information, research
the issues and provide solutions
Requirements:
• Previous experience on the same or similar position;
• High school / University degree;
• Excellent knowledge of German language – level B2 as per European
language frame;
• Strong customer service focus with ability to handle difficult
situations with a calm professional manner;
• Ability to show empathy and be persuasive;
• Strong listening skills and good follow up skills;
• Ability to multitask and to make quick decisions;
• Excellent communication skills both written and verbal;
• Precision, loyalty, organization; • Willingness to work in
shifts, and public holidays is a must;
• Flexible, receptive to change, have ability to adapt quickly to
changing business requirements
What we offer:
Additional health insurance and life insurance
Food vouchers
Competitive salary + extra bonuses
World-class on-the-job training
Multisport card partially covered by the company
You will become part of a recognized international market leader
and can enrich your CV
An ambitious corporate culture that encourages internal promotions
and professional development
Team building and social activities, volunteer participation,
charity events and much more
Apply and you will get the full broad information about your
possibilities with us
All your information will be kept confidential according to EEO
guidelines.
