Applicant - Associate/Sr. Associate

Sutherland; Navi Mumbai; On-site; INR 201,000 - 446,000; Full time

Benefits offered by this job

Global exposure

Learning & development

Recognition & rewards

Team camaraderie

Job summary

Sutherland in Navi Mumbai is seeking an International Voice Process Associate to handle inbound and outbound customer interactions across Telecom, Technology, Logistics and Mortgage domains. Shift: Rotational Night Shifts.

Salary: ₹18k–₹40k in-hand per month. You will troubleshoot issues, resolve billing and service queries, drive sales, and maintain accurate CRM records while delivering high-quality customer support in a fast-paced global environment.

Qualifications

• 1–6 years of experience in customer support or voice process.
• Excellent verbal and written English communication.
• Customer-centric mindset with email proficiency.
• Ability to work independently and manage time effectively.
• Basic Windows OS knowledge; familiarity with CRM systems.

Responsibilities

• Handle inbound and outbound customer interactions across Telecom, Technology, Logistics, and Mortgage domains.
• Resolve queries related to services, technical issues, billing, orders, and refunds.
• Provide troubleshooting support and timely issue resolution.
• Drive sales and customer retention initiatives.
• Coordinate with internal teams for escalations and CRM data accuracy.

Skills

English Proficiency

Customer Service

Empathy

Time Management

Windows Basics

Email & Chat Etiquette

Multi-channel

Education

High School Diploma

Job description

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.

Job Description

Job Location: Airoli Navi Mumbai
Position: International Voice Process (Associate)
Shift: Rotational Night Shifts

Salary:
₹18k - ₹40k in-hand per month (Depending upon yrs of exp)
(Freshers, experienced both can apply)

Job 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.

We will give you:

• A fast-paced, global work environment where your voice matters.
• Skills for life: problem-solving, professionalism, adaptability, and communication.
• A team that feels like family and celebrates every win - big or small.
• A platform to grow quickly within a global MNC with learning and development opportunities.
• Recognition and rewards as you shape your career journey.

Qualifications

• 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.
• 1-6years of experience (freshers welcome!).