Back Office Customer Care Associate

About the role

Sutherland is hiring a Customer Support Associate (Back Office Customer Care Associate) in Kingston, Jamaica. Consultants in this role act as the point of contact for customers, processing orders and inquiries and keeping accounts growing.

Key responsibilities

• Proactively process, expedite and follow up on orders accurately and on time.
• Manage, coordinate and integrate all customer care activities to ensure customer satisfaction.
• Maintain existing accounts against competition and look for ways to grow each account's business.
• Recommend improvements to the customer care process to management.
• Handle incoming and outgoing calls about customer orders or inquiries, and escalate urgent matters to managers.
• Review customer accounts when placing an order and take the right actions.
• Process customer email requests within the required SLA and keep them professional.

Required profile

• Minimum of 3-4 CXC/GCE subjects including English, or a U.S. high school diploma or GED; Port Secondary qualifications required.
• Valid government ID, TRN and NIS card.
• Flexible availability to work any day and any assigned shift, including weekends and public holidays.
• Able to train and work onsite, and able to handle a high volume of inbound calls.
• Experience in customer service is an asset.
• Ability to pass a criminal background check and drug test as needed.

Required skills

• Basic PC keyboarding and Microsoft Office (Outlook, Word, Excel); ability to type over 30 WPM with 80% accuracy.
• Multi-tasking across several applications; CRM application experience preferred.
• Troubleshooting and resolving technical issues.
• Excellent verbal and written communication, attention to detail and good problem-solving.

What we offer

• Competitive pay with base pay, incentives, overtime and shift differentials.
• Paid training, paid vacation and sick leave, health and life insurance.
• Lunch benefits and subsidy, free shuttle for early and late shifts, and a free on-site medical suite.
• Daily refuel plan, paid referral program, rewards and career development opportunities.