Customer Service and Support Associate – Voice/Email Support – Contract Opportunity.

Company Description

Sutherland is looking for a self-motivated, team-oriented and career-oriented person to join us as a Customer Service Associate - Contract Opportunity to serve customers in North America. 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! 

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!  

Job Description

In this role as a Customer Service Associate, you will provide exceptional support to the customers via phone and email. You will handle customer inquiries, resolve issues, and ensure a positive customer experience in alignment with company standards.

The ideal candidate will possess excellent written communication skills, a strong attention to detail, and the ability to resolve customer inquiries efficiently.

We are looking for someone who is dedicated, enthusiastic, a problem solver, and a relationship builder. Often you are the customers’ first point of contact regarding escalating issues.

Consultants supporting the program are required to:

Provide friendly and efficient service via chat, social media and voice support to our customers regarding

• • Order Status Queries
  • Promotional Assistance
  • Product Information
  • Product Creation
  • Website & Mobile App Navigation & Troubleshooting
  • Problem with Orders Received Queries
  • Route/Direct customers appropriately
    • Affiliated brands
    • Specialty Queues (as needed)

Core Customer Service Requirements.

• Maintain a strong Customer-Centric focus using Active communication
• Maintaining communication excellence with strong focus on customer experience.
• First-Contact Resolution (FCR) – aiming to resolve issues on the first interaction whenever possible.
• Customer Effort Reduction – making processes seamless and easy for the customer.
• Emotional Connection – creating moments where customers feel valued and appreciated.
• Feedback Engagement – encouraging and acting on customer feedback to improve experiences.
• Brand Ambassadorship – representing the company’s values and culture in every interaction.
• Accurately log all handled interactions in the appropriate tools, as outlined in our case management process.

Specific Job responsibilities:

1. Phone and Email Support: Respond to customer calls, SMS and chats promptly and professionally, addressing inquiries and complaints related to orders, billing, and service issues. Engage Customers: You’ll need a passion for people. You'll be the voice to customers and work to build a relationship with customers who contact us by email messages. Topics can range from bad attitude from servers on-site, no straws for beverages, late delivery of coffee or breakfast ordered, product availability, order status, and more.

2. Issue Resolution: Troubleshoot and resolve customer problems, ensuring that all issues are addressed to the customer's satisfaction. This includes processing customer requests, feedback, and complaints, ensuring all issues are resolved satisfactorily. Maintain a high level of customer satisfaction by providing accurate information and effective solutions. You’ll need to think analytically to solve customer problems in a first contact resolution approach.

3. Follow-Up: Conduct follow-ups to confirm resolution and gather feedback to improve service quality. De-Escalate Customer Concerns: Most customers make contact  because they’ve had a problem and need your help. You will use your conflict management skills to balance the needs of the customer with the options from the business while always maintaining a professional composure.

4. Documentation: Maintain accurate records of customer interactions, transactions and communications. Adhere to quality assurance guidelines and performance metrics.

5. Team Collaboration: Work closely with other team members and departments to enhance the overall customer service experience.

6. Read, understand and Show Empathy: You will pay attention to details to understand customer concerns and leverage internal resources to find the best solution to thoroughly address their problem.

7. Escalate Systemic Issues: Help continuously improve. You’ll identify areas where improvement is needed on behalf of customers and share any trends with leadership.

8. Demonstrate Reliability: Attendance and commitment to being present and on time for your full shift each day is crucial. This helps ensure we're ready and available to help our customers when they need us most. For unexpected events or issues, we require our Associates to be proactive in their communication and planning whenever possible.

9. Meet Our High-Performance Bar: You’ll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned.

10. Read, understand and Show Empathy: You will pay attention to details to understand customer concerns and leverage internal resources to find the best solution to thoroughly address their problem.

11. Escalate Systemic Issues: Help us continuously improve. You’ll identify areas where improvement is needed on behalf of customers and share any trends with leadership.

Know how to have fun and work hard too!

Qualifications

• Must be able to pass a criminal background check and drug test as needed.
• Must be 18 years and older.
• A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED. We require all candidates to have a minimum of 3 subjects inclusive of English (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery).
• Must have a valid (not expired) government issued ID, TRN and NIS card.
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
• Must be able to train and / or work onsite.
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• Experience in customer service is an asset and preferred.
• Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
• Excellent attention to detail.
• See through the eyes of the customer.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour, actions, and thoughts of others.

Additional Information

Our employees enjoy:

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training at any location as needed.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
• Free On-site medical suite with nurse and medical doctor.
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
• Paid referral program
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland.  During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.