Company Description:
Company Description: We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.
Job Description:
As a Bilingual Customer Support Representative (English and Korean), you will assist users with troubleshooting platform and device issues, handling customer inquiries, and providing exceptional support across multiple channels. You'll navigate various CRM tools, manage multiple tasks efficiently, and contribute to process improvements in a multicultural environment.
Responsibilities:
- Provide bilingual customer support (English + Korean) across multiple channels (live and non-live)
- Troubleshoot platform and device issues while guiding customers through solutions
- Assist users with inquiries including app functionality and features
- Handle customer interactions with patience, friendliness, and adaptability
- Work effectively in a multicultural, open-space environment, contributing to process improvements
- Manage multiple lines of business (LOBs), platforms, and contact channels efficiently
Qualifications:
- Tech-savvy and comfortable troubleshooting various streaming platforms and devices
- Strong communication skills with a customer-focused approach
- Resilient under pressure and able to multitask effectively
- Team-oriented, open to feedback, and passionate about improving processes
- Previous experience in BPO, customer support, or digital marketing is a plus
- Familiarity with CRM tools (Salesforce, Zendesk, SAP) is an advantage
- Flexible with work shifts, including morning and night shifts
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.
