Company Description:
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, 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. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description:
Customer Service Consultants in this role get to:
Job Description:
We are seeking sales-driven, Tech Support & Sales Consultant who can excel in both phone and chat channels, thrive in a high-performance, target-driven environment, and deliver exceptional customer experiences in multiple languages.
- Responsible for ensuring we are delivering on our customer experience promises.
- In this role, you will provide an exceptional customer experience (WOW Experience) to every customer by giving our customers the tools and insights to help transform their ideas into successful online ventures!
- This will be completed through analysis of a customer's account and in-the-moment consultative conversations leading to product/service recommendations.
Key Responsibilities:
- Handle incoming calls or chats, ensuring a consistently high level of customer experience throughout each interaction.
- Advise customers on new products and services to support the growth of their businesses.
- Resolve issues within our support scope, and when necessary, guide customers toward third-party solutions or paid services.
- Troubleshoot GoDaddy products to provide effective solutions and support.
- Take full responsibility for resolving customer concerns and ensuring satisfaction
- Achieve individual performance targets, which may include metrics such as Customer Availability, Net Promoter Score, and daily sales.
- Exhibit strong communication skills and excel at multitasking and prioritizing in a high-volume environment.
Qualifications:
Education
-SPM OR Diploma OR Bachelor’s Degree (Soft copy of certificate should be provided, only SPM result/slip can't be accepted)
Communication Skills
- Strong written & verbal communication in English.
- High level of comprehension, conversation flow, and chat etiquette.
- Typing speed: 45 WPM with 90% accuracy.
- Language assessment score: 3.5 and above.
Technical Skills
- Basic knowledge of CMS (WordPress/Joomla), PHP, MySQL.
- Familiarity with DNS, TCP/IP, FTP, SSH, and common error resolution.
- Proficiency in CRM tools and accurate data entry.
People & Sales Skills
- Professional and courteous communication across cultures.
- Ability to identify customer needs and offer appropriate solutions.
- Skilled in handling objections, upselling, and cross-selling.
- Strong ownership of customer interactions.
Other Skills
- Good understanding of client policies, escalation processes, and order management.
-Effective use of both internal and external systems/tools.
