Customer Service Agent

Sutherland

Respond promptly and professionally to customer inquiries via phone, email, or chat channels.

Resolve customer issues, complaints, and requests efficiently while maintaining a positive and empathetic attitude.

Document all customer interactions accurately in the system and follow up on outstanding issues.

Collaborate with internal teams to escalate and resolve complex customer concerns.

Provide detailed product and service information to customers, ensuring clarity and satisfaction.

Meet or exceed individual and team performance metrics, including response time, resolution rate, and customer satisfaction scores.

Identify opportunities to improve processes and enhance the customer experience.

Adhere to company policies, procedures, and quality standards in every interaction.

Participate in ongoing training and development sessions to stay updated on products, services, and best practices.

Contribute to a positive and supportive team environment, sharing knowledge and assisting colleagues as needed.

Skills:

• Excellent verbal and written communication skills in English.
• Strong problem-solving abilities and attention to detail.
• Ability to work effectively in a fast-paced, office-based environment.
• Demonstrated customer-centric mindset and a passion for helping others.
• Proficiency with basic computer applications and customer service software.
• Ability to handle multiple tasks simultaneously and prioritize workload.
• Strong interpersonal skills and the ability to work collaboratively within a team.
• Willingness to work flexible shifts, including evenings, weekends, or holidays as required.
• Commitment to maintaining confidentiality and handling sensitive information appropriately.