Associate/Sr. Associate

Responsibilities

• Handle inbound and outbound customer interactions across Telecom, Technology, Logistics, and Mortgage domains
• Resolve customer queries related to services, technical issues, billing, orders, deliveries, refunds, and loan processes
• Provide troubleshooting support and ensure timely issue resolution
• Drive sales, cross-selling, upselling, and customer retention initiatives
• Coordinate with internal teams for escalations and effective customer support
• Maintain accurate customer records in CRM systems
• Deliver exceptional customer service while meeting quality, productivity, sales, retention, and SLA targets

Requirements

• Good verbal and written communication skills in English
• Strong customer service mindset with active email communication skills
• Ability to empathize with customers, manage time effectively, and work independently
• Basic user-level knowledge of Windows operating systems
• Familiarity with email etiquette and multi-channel communication (Voice, email & Chat)
• High school diploma or equivalent and above
• 1–6 years of experience (freshers welcome!)

About the Company

Sutherland provides digital transformation, optimizes critical business operations, and reinvents experiences through AI, automation, and cloud engineering.