Back Office Customer Care Associate

Company Description

Sutherland is looking for a self-motivated, team-oriented and career-oriented person to join us as a Customer Support Associate. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! 

Job Description

Consultants in this role get to: Be the point of contact:

Proactively process, expedite and follow-up on orders in an accurate, timely and professional manner.
Manage, coordinate and integrate all Customer Care activities to ensure customer satisfaction;
Maintain and tenaciously defend existing accounts from competition and seek ways to grow each account’s business;
Recommend to management ideas that would lead to improvement in the Customer Care process
Handle incoming calls and make outgoing calls as it relates to customers’ orders or inquires
Escalate to the relevant managers immediately whenever there is a need
Ensure customer account is reviewed and the appropriate actions are taken when placing an order due to the notation on customer’s account
Process customer’s email request within the required SLA and ensure that emails are maintained at a professional level at all time.

Qualifications

· A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED. Port Secondary qualifictaions required for consideration.

• Must have a valid (not expired) government issued ID, TRN and NIS card.
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• Must be able to train and / or work onsite.
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• Experience in customer service is an asset and preferred.
• Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• See through the eyes of the customer.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Ability to type over 30 WPM with 80% accuracy.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
• Must be able to pass a criminal background check and drug test as needed.

Additional Information

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 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.

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland. During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.