Job Pitch

You are joining Sutherland, a global business transformation company offering an integrated set of back-office and customer service support services.

One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, Sutherland spans 60 location across 19 countries supporting multiple industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel.

As a Customer Care Expert, you will deliver customer service to the customers and clients of one of America’s largest wireless network operators.

Job Description

KEY RESPONSIBILITIES:

• Responsible for handling calls and providing customer support
• Identify and relate with various customer needs and scenarios
• Conduct issue identification and problem-solving meeting customer needs and satisfaction
• Provide customers with cutting-edge service in a friendly, confident and knowledgeable manner
• Remain updated in client and internal processes, technology applications, utilities, and products
• Utilize various internal and client based tools and applications for customer management and servicing
• Conduct data entry, documentation, and case management
• Work and partner with others within a team-based environment
• Achieve and maintain required metrics and goals
• Adhere to company policies and procedures as described on the HR Handbook

MINIMUM QUALIFICATIONS:

• Finished at least 2 years in college (or High School Graduate + relevant work experience)
• Excellent English written and verbal communication skills
• Working knowledge on computers, the Internet and the wireless network industry
• Good customer service, multi-tasking and problem-solving skills
• Ability to work on shifting (graveyard) schedules and weekends
• Willingness to grow more within the company by performing other duties/projects that may be assigned

Qualification Required

• High School Graduate