Customer Service Consultant at Sutherland (Mumbai) | Freshers Eligible

Job Overview

We are looking for enthusiastic and customer-focused individuals to join our team as Customer Service Representatives. The role involves assisting customers and delivery drivers over chats and email and providing timely support for shipping and delivery-related queries.

Key Responsibilities

• Handle inbound chat interactions from customers and delivery drivers.
• Assist drivers with updates regarding customer packages and orders.
• Help drivers correct or update delivery coordinates when required.
• Support drivers with issues related to lost packages, directions, access codes, and self-service options.
• Understand customer or driver concerns and provide appropriate solutions by managing 2 or 3 chats at a time.
• Maintain a professional, courteous, and customer-focused approach during all interactions.
• Follow proper phone etiquette and maintain effective call control.
• Document incidents and submit the appropriate forms as required.
• Transfer calls to the appropriate department whenever necessary.
• Escalate issues to the next level of support when required.
• Follow defined processes, policies, procedures, scripts, and confidentiality guidelines.
• Ensure accurate and clear communication in all customer interactions.

Candidate Requirements

• Education: Minimum HSC pass out with LC Certificate or Graduation pass out.
• Experience: Freshers and experienced candidates can apply.
• Good spoken and written English communication skills.
• Neutral English accent with good pronunciation, speech clarity, and fluency.
• Strong comprehension and ability to understand customer or driver concerns.
• 25 WPM with 90% accuracy for typing speed and accuracy.
• Basic knowledge of computers and internet browsers.
• Ability to communicate professionally through calls and emails when needed.
• Strong customer service orientation with empathy and a willingness to help.
• Ability to work effectively in a team and follow defined processes.

Work Details

• Work Location: Airoli, Navi Mumbai (30 Kms radius from Airoli, Mind Space)
• Shift: US Rotational shifts, 5.30pm to 11.30am (any 9 hours of shift)
• Monthly incentives and travel allowance provided for applicants within boundary.
• Insurance and medical benefits as per level.
• We have FTE as well as CWR opening for the program.