Sutherland

Global BPO providing customer lifecycle management

Associate Customer Service

Customer SupportUpdated on Nov 11

Full-timeMandaluyong, Metro Manila, PhilippinesNo salary listedRemote

About the Job

Requirements

High school diploma or equivalent.
Basic PC keyboarding skills and experience using Microsoft Office applications, including Outlook, Word, and Excel.
Direct client contacts technical support experience.
Strong verbal and written communication skills and the ability to express ideas clearly.
Strong problem-diagnosis and problem-solving skills.
Ability to multitask across several applications.
Ability to work toward goals.
For work from home, a computer with a 2.0 GHz dual-core or better processor, 2 GB RAM (some opportunities require at least 4 GB RAM), 10 GB available hard drive space, and a sound card.
For work from home, Windows 7, Windows 8, or Windows 8.1; internet speeds of 1 Mbps upload and 15 Mbps download; and a dual-ear headset designed to minimize outside audio interference with a noise-cancelling microphone.

Responsibilities

Support general billing inquiries and access customer records to verify account information.
Identify potential customer needs and recommend solutions.
Place follow-up calls to customers to ensure their needs are met efficiently.
Use customer databases, knowledge resources, and technical applications to determine root causes and resolutions.
Interact with client departments, including test desk, field service, and dispatch, regarding escalations.
Schedule a technician visit when needed.
Attend job-related new-hire and refresher training, product or service updates, and product cross-training.

Desired Qualifications

Experience working with customer relationship management (CRM) applications.

Job Description

Consultants in this role get to: Strengthen relationships: Support for general billing inquiries. Access customer records and verify customer account information. Identify potential customer needs and recommend solutions. Place follow-up calls to customers to ensure their needs are met in an efficient manner. Develop problem solving abilities: Access customer databases, knowledge resources and technical applications to determine root causes and resolutions. Teamwork: Interact with client departments (test desk, field service, dispatch) regarding escalations. Schedule a technician visit when needed. Improve technical skills: Attend job-related training: new hire and refresher training, new product or service updates and product cross-training.

Qualifications

Our most successful candidates have: - High School diploma or equivalent - Basic PC keyboarding skills; Microsoft Office experience (Outlook, Word, Excel) - Direct client contacts technical support experience - Excellent verbal and written communication skills - Strong problem-diagnosis and problem-solving skills - Multi-tasking skills, showcased using several applications - Experience working with CRM applications (preferred) - Ability to be goals oriented - Strong communication skills and ability to express ideas clearly - To work from home you must: 2.0 Ghz Dual Core or better processor,2 GB RAM (some employment opportunities require a minimum of 4 GB RAM),10 GB available hard drive space,Sound card,Windows 7, including Windows 8 and 8.1, Internet speeds of 1 Mbps upload and 15 Mbps download, Dual ear (designed to minimize audio interference from outside sources). Noise cancelling microphone

Additional Information

All your information will be kept confidential according to EEO guidelines.

About the Company

Sutherland

Global BPO providing customer lifecycle management

Sutherland provides business process outsourcing that manages the entire customer lifecycle for clients, including customer support, sales, and related operations across multiple industries. It combines process consulting with outsourced delivery, using end-to-end services that mix human agents with digital tools such as AI and analytics across a global delivery network. It differentiates itself through long-term private ownership that supports steady growth and an integrated approach across technology, telecom, financial services, and healthcare. Its goal is to help clients improve the customer experience while lowering operating costs by outsourcing full lifecycle processes and advancing with digital capabilities.

Company size: 10,001+
Company stage: Private
Total funding: $30M
Headquarters: Town of Perinton, New York
Founded: 1986

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