Customer Support - Voice Process- Rotational Night Shift

Sutherland; Chennai; On-site; INR 250,000 - 420,000; Full time

Job summary

Sutherland in Chennai is hiring Customer Support Associates to handle B2B voice interactions. You will be the first point of contact, delivering timely, accurate service while adhering to SLAs and brand standards.

Ideal candidates have strong English communication, a customer-first mindset, and the ability to work independently across rotational day/night shifts in an office setting.

Qualifications

• Excellent communication skills in English.
• Strong customer service mindset with active email communication.
• 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 to 2 years of experience in domestic or international voice process with excellent communication.

Responsibilities

• Be the primary point of contact for our Business-to-Business customers through Voice.
• Provide timely, accurate, and professional support while maintaining 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 positively.
• 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 channels.

Skills

Excellent English communication

Customer service mindset

Email communication

Empathy and time management

Windows OS basics

Voice process experience 6m-2y

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 firstcontact resolution.
• Suggest process improvements and flag recurring customer issues through proper channels.

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 in domestic or international voice process with excellent communication.

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.