Associate-CS Phone at Sutherland

Company Description

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

For Enterprises, these are key factors of success. For us, they’re our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We’ve created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as-a-service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don’t just enable change - we engineer digital outcomes.

Sutherland

Job Description

Job Overview

We are looking for enthusiastic and customer-focused individuals to join our team as Customer Service Representatives for Phone process. The role involves assisting customers and delivery drivers over phone and providing timely support for shipping and delivery-related queries.

Key Responsibilities

• Handle inbound calls interactions from customers and delivery drivers.
• Assist drivers with updates regarding customer packages and orders.
• Help drivers correct or update delivery coordinates when required.
• Support drivers with issues related to lost packages, directions, access codes, and self-service options.
• Understand customer/driver concerns and provide appropriate solutions.
• Maintain a professional, courteous, and customer-focused approach during all interactions.
• Follow proper phone etiquette and maintain effective call control.
• Document incidents and submit the appropriate forms as required.
• Transfer calls to the appropriate department whenever necessary.
• Escalate issues to the next level of support when required.
• Follow defined processes, policies, procedures, scripts, and confidentiality guidelines.
• Ensure accurate and clear communication in all customer interactions.

Qualifications

• Candidate Requirements

• Education: Minimum HSC pass out with LC Certificate or Graduation pass out.

• Experience: Freshers and experienced candidates can apply.

• Good spoken and written English communication skills.

• Neutral English accent with good pronunciation, speech clarity, and fluency.

• Strong comprehension and ability to understand customer/driver concerns.

• 25 WPM with 90% accuracy - Typing speed and accuracy.

• Basic knowledge of computers and internet browsers.

• Ability to communicate professionally through calls and emails when needed.

• Strong customer service orientation with empathy and a willingness to help.

• Ability to work effectively in a team and follow defined processes.

Additional Information

Work Details

• Work Location: Airoli, Navi Mumbai (30 Kms radius from Airoli )
• Shift: US Rotational shifts - 5.30pm to 11.30am (Any 9 hours of shift)
• Monthly incentives and Travel allowance provided for applicants within boundary
• Insurance and Medical benefits as per Level
• We have FTE as well as CWR opening for the program
• After completion of 6 months, applicants with good performance can be given WFH opportunity (Hybrid working model). Please note this is subjective to business requirments.