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 summary:

The primary objective of this role is to provide first- class customer service by responding to incoming inquiries via the communication channels of the project.

Duties and Responsibilities:

• Provide professional and competent customer service.
• Communicate clearly and concisely with both external customers and coworkers.
• Document customer account activities thoroughly and concisely.
• Provide quality service corresponding to the set quality targets to guarantee high customer satisfaction.
• Be flexible in handling customer inquiries, offer services/products that meets the current customer interest.
• To upsell the client portfolio.
• To know the specifics of the work processes related to the accounts, customer retention policies, troubleshooting scenarios and other products and processes related to the customer’s subscription, to be aware in details in all work-related systems, the knowledge base and escalation process
• Empathize with and prioritize customer needs, respecting every customer.
• Identify customers’ needs, clarify information, research every issue and provide solutions.
• Work as part of a team in a constantly learning environment sharing knowledge.
• Complete all given tasks within the time specified.
• Execute other lawful tasks assigned by the management related to his/her work and matching his/her qualification.
• Adhere to the non-disclosure agreement.
• Adhere to the health and safety policies and fire-safety regulations;
• Mark attendance accurately in the attendance tool every day, following the procedures;
• Strictly adhere to work the hours of the shift assigned as well as all break timings;
• Adhere to the rules and regulations, the policies of Sutherland and the Client.

• Ability to have a flexible schedule to workdays, nights, weekends and Special Events.
• High school or university degree.
• Strong in French skills (comprehension, written and spoken);
• Strong skills in English language.
• Ability to clearly understand and comprehend information captured in client's emails.
• Customer Service experience, as well as customer retention and technical support.
• Understands the basic technical terminology (operating systems, browsers, routers, modems, etc);
• Experience with Salesforce or other help desk ticketing platforms is preferred.
• Experience using MS Office.
• Problem-solving and critical thinker who can easily navigate systems, multi-task, diagnose problems, and provide friendly and efficient resolution.
• Comfortable working in a fast-paced environment, demonstrating ownership and accountability for each customer they connect with;
• Motivated to provide maximum customer satisfaction.
• Ability and experience to work in a team environment.
• Precision, loyalty, organization.

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.