Retail Customer Service Associate

About the role

Sutherland is seeking a self‑motivated, team‑oriented Retail Customer Service Associate to support customers of a large e‑Commerce furniture marketplace in the United States. You will act as a liaison, provide product and service information, answer questions, and resolve emerging issues with accuracy and efficiency.

Key responsibilities

• Identify and assess client needs, building sustainable relationships through open communication.
• Provide accurate, complete information using appropriate tools and meet personal and team sales targets.
• Handle customer complaints, offer solutions within time limits, and follow up to ensure resolution.
• Maintain records of interactions, process accounts, and adhere to communication procedures and policies.
• Engage customers via phone, chat, email, and SMS, handling 50‑60 contacts per shift.

Required profile

• At least 18 years old with a minimum of three subjects including English or a U.S. high school diploma/GED.
• Pass a criminal background check and English language written assessments.
• Flexible availability for any shift, including weekends and public holidays.
• Strong attention to detail, empathy, and the ability to multitask across multiple applications.

Required skills

• Basic PC keyboarding skills.
• Proficiency with Microsoft Office (Outlook, Word, Excel).
• Experience with CRM applications (preferred).
• Ability to navigate multiple browsers, tabs, and tools quickly.

What we offer

• Competitive compensation with base pay, incentives, overtime and shift differentials.
• Annual merit increases, paid training, and career development opportunities.
• Health and life insurance, paid vacation and sick leave, lunch benefits, and transportation/shuttle services.
• Employee discounts, referral program, and on‑site medical suite.