Customer Support Associate / Senior Associate

About the role

Join Sutherland as a Customer Support Associate, serving Business‑to‑Business clients through phone, email, and chat. You will be the first point of contact, delivering fast, accurate, and courteous assistance while upholding the company’s service‑level agreements.

Key responsibilities

• Handle inbound and outbound customer interactions via calls, email, and chat.
• Provide timely, accurate solutions and own each case from start to resolution.
• Maintain detailed records of customer contacts and update internal systems.
• Meet performance targets such as quality scores, productivity, attendance, and first‑contact resolution.
• Escalate and document recurring issues, suggesting process improvements where appropriate.

Required profile

• Excellent verbal and written communication skills in English.
• Strong customer‑service mindset with the ability to empathize and stay professional.
• Effective time‑management and the ability to work independently.
• High school diploma or equivalent; 0–2 years of relevant experience (freshers welcome).

Required skills

What we offer

• On‑site role at the Navi Mumbai (Airoli) office.
• 8‑hour shift with a 1‑hour break.
• Cab facilities for employees within 25 km of the office.