Associate - Account Management

Sutherland; Mumbai; On-site; INR 420,000 - 660,000; Full time

Benefits offered by this job

Health insurance

Transportation allowance

Incentive programs

Training & development

Job summary

Sutherland is seeking motivated German-speaking candidates for a voice-based BPO role in Mumbai, India. You will handle customer issues, upsell, and ensure satisfaction while using client tools and collaborating with team members.

Requires at least 1 year in BPO or 6 months if from a web hosting background, plus 6 months in sales and tech. Attractive benefits and intensive training are provided.

Qualifications

• German language proficiency required
• BPO/Call center experience preferred
• Sales experience in BPO is a plus
• Experience in tech or web hosting is beneficial
• WAHA experience advantageous

Responsibilities

• Answering, resolving customer issues, and upselling via phone to a growing customer base
• Identify customer needs and relate to various scenarios
• Provide resolutions with friendly, confident and knowledgeable guidance
• Stay updated with client processes, technologies, and products
• Use client tools for customer management and servicing
• Transfer customers to appropriate departments when needed
• Data entry, documentation, and case management
• Collaborate within a team-based environment
• Achieve and maintain required metrics and goals

Skills

German language

Education

College Undergraduate

Job description

Job Description:

Company Description

Founded in 1986 in the USA, Sutherland is a global company operating in the field of Business Process Outsourcing (BPO).

Sutherland Kosovo was opened in Prishtina in November 2017 and employs German-speaking staff who provide technical support and customer service.

We are currently looking for motivated German-speaking candidates who would like to work for one of the world’s leading online sales platforms.

Job Description

• Responsible for answering, resolving customer issues, and upselling through phone within a growing customer base
• Identify and relate with various customer needs and scenarios
• Provide customers resolution/consultation with cutting-edge solutions in a friendly, confident and knowledgeable manner
• Remain updated in client and industry led processes, technology applications, utilities, and products
• Utilize various client based tools and applications for customer management and servicing
• Transfer customers to appropriate departments when required
• Conduct data entry, documentation, and case management
• Work and partner with others within a team-based environment
• Achieve and maintain required metrics and goals

Qualifications

College Undergraduate

Additional Information

What can you expect from us?

• Very good earning opportunities
• Attractive benefits package (health insurance and additional transportation allowance)
• Recognition and incentive programs
• Intensive training based on leading global standards to ensure high-quality customer service
• Professional development opportunities

Work Experience

• At least 1 year of BPO Work Experience or at least 6 months if from Web Hosting Company
• At least 6 months experience in Sales (in BPO industry)
• At least 6 months experience in Tech
• Non-Voice Support Experience - Desirable. Expectations to be set in hiring that this is a voice program but can also be chat at any time, to meet the business needs
• Experience in WAHA - An advantage because of the current work arrangement for the program.