Customer Support Associate at Sutherland

📍 Job Overview

Job Title: Customer Support Associate
Company: Sutherland
Location: Chennai, Tamil Nadu, India
Job Type: Full-time
Category: Customer Support
Date Posted: 2025-08-09
Experience Level: 0-2 years (Freshers welcome!)
Remote Status: On-site

🚀 Role Summary

📝 Enhancement Note: This role focuses on providing exceptional customer support to Business-to-Business (B2B) clients through various communication channels, including email, chat, and voice. The primary goal is to maintain service-level agreements (SLAs) while delivering professional, empathetic, and timely support.

💻 Primary Responsibilities

📝 Enhancement Note: The key responsibilities revolve around being the primary point of contact for B2B customers, handling sensitive issues with a positive approach, and maintaining customer records with precision. The role also involves suggesting process improvements and flagging recurring customer issues.
Serve as the primary point of contact for B2B customers through email, chat, or voice.
Provide timely, accurate, and professional support while maintaining service-level agreements (SLAs).
Take full ownership of each interaction with proactive problem-solving and excellent customer service.
Handle sensitive issues with a positive and empathetic approach, always portraying the brand in a positive light.
Maintain customer records and call documentation in our systems with precision.
Meet performance metrics such as quality, productivity, attendance, and first-contact resolution.
Suggest process improvements and flag recurring customer issues through proper channels.

🎓 Skills & Qualifications

Education:

High school diploma or equivalent and above.

Experience:

0-2 years of experience (freshers welcome!).

Required Skills:

Good verbal and written communication skills in English.
Ability to empathize with customers, manage time effectively, and work independently.
Basic user-level knowledge of Windows operating systems.

Preferred Skills:

Previous customer support or related experience.
Familiarity with customer relationship management (CRM) software.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range:

📝 Enhancement Note: The salary range for this role in Chennai, India, typically falls between ₹15,000 to ₹25,000 per month for entry-level customer support positions, based on Glassdoor and Payscale data.

Benefits:

A fast-paced, global work environment where your voice matters.
Skills for life: problem-solving, professionalism, adaptability, and communication.
A team that feels like family and celebrates every win—big or small.
A platform to grow quickly within a global MNC with learning and development opportunities.
Recognition and rewards as you shape your career journey.

Working Hours:

40 hours per week with rotational shifts, including both day and night shifts.
5 days of work with a 2-day rotational off.

🎯 Team & Company Context

🏢 Company Culture

Industry: Business Process Outsourcing (BPO) and Customer Support.

Company Size: Large (Over 100,000 employees).

Founded: 1986.

Team Structure:

The customer support team consists of customer support associates, team leads, and managers.
The team follows a hierarchical structure with clear reporting lines.

Development Methodology:

Sutherland follows a structured approach to customer support, focusing on maintaining service-level agreements (SLAs) and continuous improvement.
The company encourages a culture of learning and development, with regular training and coaching opportunities.

Company Website: Sutherland Global Services

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level to mid-level, with opportunities for growth into team lead, manager, or specialized roles.

Reporting Structure: Reports directly to the team lead or manager.

Technical Impact: Directly impacts customer satisfaction and retention by providing excellent support and resolving customer issues efficiently.

🌐 Work Environment

Office Type: On-site, with a modern and collaborative work environment.

Office Location(s): Chennai, India.

Workspace Context:

A shared workspace with individual workstations.
Access to necessary tools and software for customer support, such as CRM and ticketing systems.
Collaborative work environment with regular team meetings and huddles.

Work Schedule:

Rotational shifts, including both day and night shifts.
5 days of work with a 2-day rotational off.

📄 Application & Technical Interview Process

Interview Process:

Online application review.
Phone or video screening to assess communication skills and cultural fit.
In-person or virtual interview with the hiring manager or team lead to discuss the role, responsibilities, and expectations.
Final decision and offer.

Portfolio Review Tips (N/A for this role).

Technical Challenge Preparation (N/A for this role).

ATS Keywords:

Customer Support
Problem Solving
Communication
Empathy
Time Management
Windows Operating Systems
Professionalism
Adaptability

🛠 Technology Stack & Customer Support Infrastructure

Customer Support Tools:

CRM software (e.g., Salesforce, Zendesk, or similar).
Ticketing system (e.g., JIRA Service Desk, Freshdesk, or similar).
Communication channels (email, chat, voice).

📝 Enhancement Note: The technology stack for this role primarily revolves around customer support tools and communication channels, with a focus on maintaining service-level agreements (SLAs) and providing excellent customer support.

👥 Team Culture & Values

Customer Support Values:

Customer-centric approach.
Professionalism and empathy.
Problem-solving and adaptability.
Continuous learning and improvement.

Collaboration Style:

Collaborative team environment with regular communication and knowledge sharing.
Cross-functional collaboration with other departments, such as sales and marketing.
Supportive team culture with a focus on celebrating wins and learning from challenges.

🛠️ Challenges & Growth Opportunities

Technical Challenges:

Handling sensitive customer issues with a positive and empathetic approach.
Meeting service-level agreements (SLAs) and performance metrics consistently.
Identifying and flagging recurring customer issues and process improvement opportunities.

Learning & Development Opportunities:

On-the-job training and coaching from experienced team members.
Formal training programs and workshops focused on customer support, communication, and problem-solving skills.
Opportunities to specialize in specific customer support areas or advance into team lead, manager, or other roles.

💡 Interview Preparation

Technical Questions:

Describe a time when you had to handle a difficult customer and how you resolved the issue.
How do you prioritize your workload to ensure you meet service-level agreements (SLAs)?
Can you walk us through your problem-solving process when faced with a complex customer issue?

Company & Culture Questions:

Why are you interested in this customer support role at Sutherland?
How do you stay organized and manage your time effectively?
How do you handle feedback or criticism, and can you provide an example?

Portfolio Presentation Strategy (N/A for this role).

📌 Application Steps

To apply for this Customer Support Associate position:

Submit your application through the provided link.
Tailor your resume to highlight your communication skills, problem-solving abilities, and any relevant experience in customer support or a related field.
Prepare for the phone or video screening by practicing common customer support scenarios and demonstrating your empathy and problem-solving skills.
Research Sutherland and the role to show your enthusiasm and understanding of the company and the position during the in-person or virtual interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Associate