L2 International Voice Process Associate

About the Company

Sutherland is a worldwide business and digital transformation company focused on creating strong customer experiences across the full client journey. With more than 35 years in the industry, it blends domain knowledge, optimization capabilities, proprietary and partner platforms, AI, automation, analytics, and digital services to deliver growth, productivity, and efficiency. The company works with major brands across healthcare, insurance, banking and financial services, communications, media and entertainment, technology, travel and logistics, and retail. It is known for its agile mindset, integrity, and execution standards, and operates at scale with a global workforce.

Role Overview

This opening is for a technical customer service associate in an international voice process environment. The role is suited to candidates who can listen carefully, learn quickly, manage ambiguity, and communicate with maturity and confidence while helping customers resolve issues and protect account security.

Work Schedule and Engagement

This is a full-time role with a standard schedule of 40 hours per week. The schedule may require extra hours depending on customer demand. The job runs on a 5-day work week with rotational shifts, mostly during night hours. Two-way cab service is available for employees located within a 25 km radius, depending on shift timing.

Responsibilities

• Respond to customers quickly and effectively with clear, detailed support.
• Listen carefully to understand technical issues and work through complex problems.
• Investigate customer concerns, record findings, and close issues properly.
• Deliver high-quality service that maintains a strong customer experience.
• Move across multiple systems to research and identify suitable solutions.
• Build in-depth knowledge of products, services, and features.
• Provide advanced troubleshooting support for devices.
• Represent the customer’s perspective when something appears incorrect.
• Coordinate with cross-functional teams to keep support consistent and effective.
• Escalate patterns, improvement opportunities, and customer concerns to leadership.
• Suggest practical ideas that improve customer experience.
• Handle customer interactions through chat, email, inbound calls, and outbound calls when required.

Requirements

• High school diploma or equivalent is acceptable; graduation is not mandatory.
• At least 1 year of customer-facing experience, or 1 year of experience in direct customer interaction, or current enrollment in college/university.
• Minimum 2 years of proven international customer service experience in a voice process.
• Typing speed of at least 30 AWPM for voice work and 32 AWPM for chat.
• Strong command of grammar, active listening, attention to detail, critical thinking, problem solving, conflict resolution, resilience, and engagement.
• Genuine interest in consumer technology.
• Hands-on experience troubleshooting technical devices.
• Basic knowledge of networks and Wi-Fi connectivity.
• Patience while assisting customers who may take longer to adopt new technology.
• Ability to speak professionally, courteously, and patiently over the phone.
• Capacity to build and maintain positive working relationships.
• Comfort with full-time rotational shifts, including evenings and weekends.
• Willingness to learn new technologies quickly.
• Strong ability to think creatively and solve problems outside standard routines.

Work Location

Sutherland, A1 Block, Ground Floor, Gateway Office Parks, Perungalathur, Chennai, opposite Perungalathur Railway Station.

Selection Process

• HR interview conducted as a walk-in.
• SD panel interview.
• Voice assessment.

Important Note

The company is looking for candidates who can join by the last week of June.

Disclaimer

Sutherland does not request any payment or favor in return for employment opportunities. Any suspicious activity should be reported to the TA Helpdesk at TAHelpdesk@Sutherlandglobal.com.