Customer Service Associate - Work from Home
Sutherland
Category
NON-IT
Position Type
Full-Time
Company Overview
Sutherland is seeking an attentive and goal-oriented person to join us as Consultant. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Position Summary
Provide customer support to consumers via telephone and/or Internet, e.g., instant message, email. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist.
Key Responsibilities
- Provides customer support by phone, email or instant message to consumers.
- Serves as primary contact for inbound customer issues.
- Escalates more technical product-related issues to proper Product Support department.
- Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
- Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.
- When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
- Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
- Updates customer information and ensures accurate entry of contact information.
- Meets standards of job, such as quality standards, adherence to schedule and average handle time.
- May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.
- Other related duties assigned as needed.
Experience Required
Minimum 6 months of experience with excellent communication and written skills
Education Requirements
- 10+2 (Graduate Preferred)
Soft Skills
- Excellent customer service skills that build high levels of customer satisfaction
- Excellent verbal and written communication skills
- Computer navigation and operation skills
- Demonstrates effective people skills and sensitivities when dealing with others
- Ability to work both independently and in a team environment
Benefits
- Training from Office for 2 months and then PERMANENT WORK FROM HOME.
- A competitive salary with attractive benefits including private medical and dental coverage insurance
- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
- A modern work environment and a dedicated and motivated team
- A broad range of professional education and personal development opportunities
- A work environment built on collaboration and respect
Preferred Qualifications
- 1-year of customer service experience that helps you in dealing with these customers
- 1-year experience working in a high-volume contact center/ BPO
- Excellent customer service skills that build high levels of customer satisfaction