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We make digital human.

About Us

We make digital 𝐡𝐮𝐦𝐚𝐧™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences!

Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow.

For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation.

We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another.

We call it One Sutherland. #MakeDigitalHuman

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Current Openings

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Sutherland is seeking a reliable and detail-oriented person to join us as Customer Service Associate. 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!

Consultants in this role get to:

  • Be the Expert:Effectively handle complaints as the first point of contact, aiming to solve customer’s query and escalating to a Team Manager when required. Demonstrate personality traits like Integrity, Ownership, Flexibility and Resilience, Persuasiveness and Tenacity
  • Be the Point of Contact:Resolve primary query pertaining to Billing, Account Management or Orders and add value by selling products/services for new or existing customers. Assist customers in a friendly, professional, confident, and knowledgeable manner
  • Consistently Deliver:Remain updated on client and industry led processes, technology applications, utilities, and products; utilize various internal and client-based tools and applications for customer management and servicing
  • Define Sutherland Reputation:Work and partner with others within a team-based environment; achieve and maintain required metrics and goals. Achieve and exceed KPI’s, aim to retain customers through excellent service and attention to detail

Our most successful candidates will have:

  • HSC/bachelor’s degree
  • Minimum 6 months of work experience with an aptitude for sales, preferably from BPO background
  • Excellent oral and written communication skills
  • Ability to compose grammatically precise, concise, and appropriate sentences
  • Ability to articulate, clearly and in a friendly manner
  • Ability to clearly understand and respond appropriately to the problem statements
  • Proficient in using computers (MS Office – Outlook, Word, Excel & Office Suites)
  • Basic knowledge on Mobiles and its available platforms in the Industry
  • Ability to perform under pressure and cope up with the dynamics of the process
  • Ability to understand bill increase & billing cycles and explain the same
  • Good understanding of phone/email etiquettes
  • Effective time management and should have strong focus on schedule adherence and/or attendance based on previous employment/school records
  • Ability to drive process & tool improvements, adaptability to change when needed
  • Ability to be a team player who is willing to make adaptions for the benefit of customers and the program’s engagement activities
  • Ability to prioritize, time management skills, with a high degree of flexibility
  • Ability to effectively utilize internal, external and program specific tools and software’s
  • Typing skills- 35 WPM 100%
  • Willingness to work in night shifts/rotational shift & Offs.
Apply Now
Sutherland is seeking a reliable and detail-oriented person to join us as Customer Service Associate. 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!

Consultants in this role get to:

  • Be a Problem Solver: Demonstrate an ability to solve problems, complicated issues daily. Provide prompt and efficient service to Vendors including appropriate escalation of Vendor issues. Resolve vendor issues questions confidently in a friendly, effective, clear, professional, and knowledgeable manner.
  • Know the Business: Business acumen in areas of e-commerce and retail. Remain updated in client and industry led processes, technology applications, utilities, and products. Build Platform and business knowledge to better serve Vendors. Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
  • Be the Expert: Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures. Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
  • Strengthen Relationships: Work and partner with others, within a team-based environment. Contribute to a positive team environment and proactively aids team members with difficult contacts as needed
  • Consistently Deliver: Achieve and maintain required metrics and goals. Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions

Our most successful candidates will have:

  • Bachelor’s degree
  • 0 to 2yrs Experience (Preferably Customer Service Chat Process)
  • Desired skill sets include MS Office Application Excel and Internet Explorer/Mozilla Firefox
  • Ability to demonstrate a history of Customer Obsession and Insisting on the Highest Standards
  • Ability to drive process & tool improvements
  • Ability to demonstrate effective communication, composure, and professional attitude. Excellent oral and written communication skills
  • Ability to embrace constant change with flexibility and good grace.
  • Ability to demonstrate appropriate sense of urgency for contact response time in the face of variable workflow
  • Ability to speak to articulate performance goals in prior roles, with details that include their specific metrics and performance against those metrics
  • Ability to work on behalf of the Seller, and at times may need to recognize when escalation is required to deliver on our promise of Customer Obsession
  • Ability to demonstrate a Bias for Action, choosing to push forward with confidence that they have used their tools to deliver the right solution for the Seller and
  • Ability to prioritize, time management skills, with a high degree of flexibility
Apply Now