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:
Duties and Responsibilities:
- Mark attendance accurately in the attendance tool every day, following the procedures;
- Login to all the tools and be ready to handle customers a minimum of 5 minutes before shift starts;
- Strictly adhere to work the hours of the shift assigned as well as all break timings;
- Respond to Customer queries;
- Maintain high levels of domain expertise, soft-skills, and e-mail etiquette;
- Project a professional company image through phone and email interaction;
- Responsible for working in a team environment and contributing in a positive way to the team;
- Achieve all key metrics and targets;
- Maintain cordial relations with client, follow right protocols on communication within the team and with client representatives;
- Performs additional tasks assigned by Sutherland related to his/her work and matching his/her qualification.
- Provide customers with product and service information;
- Escalate issues as appropriate;
- Consistently deliver quality customer support;
- Provide support to the consultants in day-to-day work activities;
- Assist the consultants in the documentation and reporting process;
- Provide any information that a consultant requires to do their job well;
- Help the supervisors monitor the email/chat/voice queues;
- Assist new hires with product and process questions;
- Provide feedback to managers about consultants’ performance;
- Be involved in the scheduling of the team upon management request;
- Help supervisors to manage the attendance of the consultants;
- Adhere to the rules and regulations of Sutherland and the Client;
- Adhere to the non-disclosure agreement.
Qualifications:
Job qualifications:
- High school / University degree or relevant experience;
- Excellent knowledge of Italian and English languages;
- Excellent product and process knowledge;
- Strong customer service focus with ability to handle irate and rude callers with a calm professional manner;
- Ability to show empathy and be persuasive;
- Ability to control the call with an even disposition;
- Strong listening skills and good follow up skills;
- Ability to multi task and to make quick decisions;
- Excellent communication and time management skills;
- Precision, loyalty, organization;
- Willingness to work in shifts, and public holidays is a must;
- Flexible, receptive to change, and have the ability to adapt quickly to changing business requirements.
Additional Information:
All your information will be kept confidential according to EEO guidelines.
