Walk-in | Hiring For L1- International Voice Process

Sutherland; Chennai; On-site; INR 320,000 - 450,000; Full time

Benefits offered by this job

Two-way cab facility

Job summary

Sutherland Chennai is seeking driven individuals for Technical Customer Service Associates to solve customer issues and ensure a positive experience. You will be technically savvy, focus on account security, and resolve problems with patience and professionalism.

The role is a full-time position (40 hours per week) with rotational night shifts and cab transportation within 25 km. You will engage via chat, email, and voice to deliver world-class support.

Qualifications

• Typing speed requirement: min 30 AWPM for voice and 32 AWPM for chat.
• Strong listening skills with attention to detail and engagement.
• Excellent communication, professional demeanor, and problem-solving ability.
• Minimum 6 months of work experience in international customer service via voice channel.
• Basic understanding of networks / Wi-Fi connectivity.

Responsibilities

• Providing prompt, efficient, detailed service by engaging directly with customers
• Patiently listen to, understand, and solve complex technical customer issues
• Investigating, documenting, and resolving issues
• Providing world class support to customers
• Navigating multiple system applications and researching applicable solutions with ease
• Developing detailed knowledge about products, services and features
• Providing advanced device troubleshooting solutions
• Being a voice and advocate for our customers when something doesnt feel right
• Working with cross-functional support teams to ensure a consistent and high-quality level of support
• Acting as an advocate for our customers by reporting and acting on observed areas for improvement
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• This position may require you handle various contacts types including; Chat, Email, Inbound and Outbound voice calls with our customers.

Skills

Typing Speed

Active Listening

Attention to Detail

Critical Thinking

Problem Solving

Conflict Resolution

Engagement

Communication

Education

High School Diploma

Job description

Greetings from Sutherland!

We are looking for driven individuals who are up to the challenge of solving customer issues and providing a positive customer experience. Technical Customer Service (CS) Associates are technically savvy problem solvers with a focus on customer account security and issue resolution. An ideal candidate would need to be an excellent listener, quick learner, and able to handle ambiguity. You would need the ability to communicate professionally, with maturity and self-confidence.

This is a Full-Time (40 hours per week) position. The average amount of scheduled hours generally consists of 40 hours per week, with the expectation to work additional hours in a week if there is a customer need.

Key job responsibilities:

• Providing prompt, efficient, detailed service by engaging directly with customers
• Patiently listen to, understand, and solve complex technical customer issues
• Investigating, documenting, and resolving issues
• Providing world class support to customers
• Navigating multiple system applications and researching applicable solutions with ease
• Developing detailed knowledge about products, services and features
• Providing advanced device troubleshooting solutions
• Being a voice and advocate for our customers when something doesnt feel right
• Working with cross-functional support teams to ensure a consistent and high-quality level of support
• Acting as an advocate for our customers by reporting and acting on observed areas for improvement
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• This position may require you handle various contacts types including; Chat, Email, Inbound and Outbound voice calls with our customers.

Basic qualifications:

• High School Graduate/ Diploma, one-year-plus of customer experience, or one-year-plus working directly with customers, or enrolled in college/university
• Standard qualifications include: (a) Typing Speed (minimum of 30 AWPM for voice and 32 AWPM for chat), (b) Grammar, (c) Active Listening, (d) Attention to Detail, (e) Critical Thinking, (f) Problem Solving, (g) Conflict Resolution/ Resilience, and Engagement.
• Strong interest in consumer technology
• Experience troubleshooting technical devices
• Basic understanding of networks / Wi-Fi connectivityPatience working with customers that are slower to learn new technologies
• Ability to communicate and present a professional, courteous, and patient demeanor over the phone
• Ability to foster positive relationships
• Flexibility with full-time schedule, including shift assignments on weekends/evenings
• Problem-solving skills, thinking outside of the box
• Proficiency with learning new technology
• Minimum 6 months of Work experience in proven international customer service field in voice channel.

Shift & Work Details:

• 5-day work week with rotational shifts
• Predominantly night shifts
• Two-way cab facility provided (up to 25 km radius based on shift timing)

Work Location

Sutherland-

A1 Block, Ground Floor, Gateway Office Parks Perungalathur, Chennai

Landmark: Opposite Perungalathur Railway Station

Selection Process

1. HR Interview (Walk-In)

2. SD Panel Interview

3. Voice Assessment