Senior Associate - Escalations Specialist

About the role

Sutherland, a global provider of business process and technology management services, is hiring an Escalations Specialist in Kingston, Jamaica. The role handles high-volume inbound calls and escalations, requiring strong de-escalation skills, resilience under pressure and the ability to resolve complex customer issues.

Required profile

• At least 1 year of BPO/customer service experience handling escalations, customer retention or SME support.
• Background as an escalation representative, retention specialist, customer care tier 2/3 or SME.
• Demonstrated authority to issue refunds, credits, waivers or complex policy exceptions up to authorized thresholds without real-time supervisor approval.
• High-level English (B2 equivalent) with a neutral accent adaptable to North American clients.
• Ability to stay calm and professional on high-conflict or abusive calls, and to set firm but polite boundaries.
• Proven stamina managing back-to-back difficult calls with low DSAT scores and minimal post-call delays.
• Valid government ID, TRN and NIS card, and ability to pass a criminal background check and drug test.
• Flexible availability for any day and any assigned shift, including weekends and public holidays.
• Willingness to train and/or work onsite at the Red Hills Road site.
• Minimum of 3-4 CXC/GCE/City & Guilds subjects including English, or a US high school diploma or GED, with proof of qualifications.

Required skills

• Typing over 30 WPM with 80% accuracy and basic PC keyboarding.
• Basic Microsoft Office (Outlook, Word, Excel).
• Multi-tasking across several applications; CRM experience preferred.
• Troubleshooting and technical issue resolution.

What we offer

• Competitive salary with base pay, incentives, overtime and shift differentials.
• Paid training, annual merit increases and paid vacation and sick leave.
• Health and life insurance plan, lunch benefits and subsidy, and free shuttle transport for early morning and late evening shifts.
• Onsite medical suite, daily refuel plan, discounts with corporate and retail partners, and a paid referral program.