Back Office Customer Care Associate

Sutherland is looking for a self-motivated, team-oriented and career-oriented person to join us as a Customer Support Associate. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Consultants in this role get to: Be the point of contact

Proactively process, expedite and follow-up on orders in an accurate, timely and professional manner.

Manage, coordinate and integrate all Customer Care activities to ensure customer satisfaction;

Maintain and tenaciously defend existing accounts from competition and seek ways to grow each account’s business;

Recommend to management ideas that would lead to improvement in the Customer Care process

Handle incoming calls and make outgoing calls as it relates to customers’ orders or inquires

Escalate to the relevant managers immediately whenever there is a need

Ensure customer account is reviewed and the appropriate actions are taken when placing an order due to the notation on customer’s account

Process customer’s email request within the required SLA and ensure that emails are maintained at a professional level at all time.

· A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED. Port Secondary qualifictaions required for consideration.

Requirements

Must have a valid (not expired) government issued ID, TRN and NIS card.; Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).; Must be able to train and / or work onsite.; Demonstrated ability to perform at a high level, to support our high volume of inbound calls.; Experience in customer service is an asset and preferred.; Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.; The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.; Excellent attention to detail.; See through the eyes of the customer.; Excellent verbal and written communication skills, able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.; The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.; Ability to effectively organize, prioritize, multi-task and manage time.; Multi-tasking skills, showcased through the use of several applications, experience working with CRM applications preferred.; Basic PC keyboarding skills, basic Microsoft Office (Outlook, Word, Excel) experience required.; Ability to type over 30 WPM with 80% accuracy.; Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.; Inspire confidence and positively influence the behaviour, actions, and thoughts of others.; Must be able to pass a criminal background check and drug test as needed.