Customer Support Executive - Technical

Sutherland; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

Sutherland in Chennai is hiring a Customer Support Associate to be the primary contact for B2B customers via Voice, delivering timely and professional support while adhering to SLAs. You will own each interaction with proactive problem-solving, maintain accurate records, and strive for high-quality service.

The role requires rotational day/night shifts, 5 days work with 2 days off, office-based in Perungalathur area.

Qualifications

• Excellent communication in English
• Customer service mindset with active email communication
• Empathize with customers, manage time effectively, work independently
• Basic user-level knowledge of Windows OS
• High school diploma or equivalent
• 6 months to 2 years of experience in international voice process

Responsibilities

• Be the primary point of contact for B2B customers through Voice.
• Provide timely, accurate, and professional support while meeting SLAs.
• Take ownership of each interaction with proactive problem-solving.
• Handle sensitive issues with a positive and empathetic approach.
• Maintain customer records and call documentation with precision.
• Meet performance metrics such as quality, productivity, attendance, and FCR.
• Suggest process improvements and flag recurring issues through proper channels.

Skills

English communication

Customer service mindset

Empathy and time management

Windows OS basics

High school diploma or equivalent

International voice process experience

Education

High school diploma or equivalent

Job description

Company Description

Sutherland is a global leader driving digital outcomes by combining advanced technologies with expertise in customer experience and business process transformation. By improving interactions and personalizing experiences, Sutherland helps clients build better customer relationships through its digital-first approach. Sutherland is now hiring dynamic individuals to join our team as Customer Support Associates. Are you a fast thinker with strong typing skills and a passion for solving problems? Are you curious, detail-oriented, and excited to support global B2B clients? If this sounds like you, we want you on our team!

Job Description

• Be the primary point of contact for our Business-to-Business customers through Voice.
• Provide timely, accurate, and professional support while maintaining service-level agreements (SLAs).
• Take full ownership of each interaction with proactive problem-solving and excellent customer service.
• Handle sensitive issues with a positive and empathetic approach, always portraying the brand in a positive light.
• Maintain customer records and call documentation in our systems with precision.
• Meet performance metrics such as quality, productivity, attendance, and first contact resolution.
• Suggest process improvements and flag recurring customer issues through proper channel.

Qualifications

• Excellent 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.
• High school diploma or equivalent and above.
• 6 months 2 years of experience international voice process.

Additional Information

• Job Location: Work from Office | [Sutherland A1 block, Shriram Gateway Parks, Perungalathur, Chennai-63]
• Shift: Rotational shifts include both day and night
• 5 days of work, 2 days rotational off.