US Voice Process Associate

About the Role and Company

Sutherland is a renowned global entity specializing in business and digital transformation, providing exceptional customer engagement experiences. Established over 35 years ago, the company leverages a blend of domain expertise, proprietary and partnered tools, along with advanced cognitive AI, automation, analytics, and digital services to deliver innovative solutions across a wide spectrum of industries including Healthcare, Insurance, Banking, Communications, Media, Technology, Travel, Logistics, and Retail. With a portfolio of 212 patents and a workforce of 40,000 professionals, Sutherland drives impactful results for global brands.

Job Responsibilities

• Answer customer queries via telephone promptly and professionally.
• Address issues and offer effective resolutions efficiently.
• Ensure high levels of customer satisfaction through clear and courteous communication.
• Accurately record and monitor customer interactions and solutions provided.
• Work collaboratively with internal departments to handle complex questions.
• Keep up-to-date with the latest product information and best practices in customer service.

Candidate Profile

• Proficient in English with strong verbal and written communication capabilities.
• Adaptability to operate in a dynamic, fast-paced, and high call volume environment.
• Excellent problem-solving aptitude with keen attention to detail.
• Willingness to work flexible shifts including night and weekend schedules.

Benefits and Perks

• Competitive salary with additional benefits.
• Provision of two-way cab transportation.
• Positive and supportive work environment.
• Opportunities for consistent career advancement.