Company Description

Sutherland is seeking an attentive and goal-oriented person to join us as Back Office Analyst We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!  

Job Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Qualifications

Consultants in this role get to: Be the point of contact: Handle customer service inquiries from non-voice channels. Fielding / probing / overcoming objections for subscribers’ cancellation and suspend requests with the main function to reduce churn. Clerical services include analysis of Customer Loyalty data, creation of job aids, quality monitoring, sales, coaching, tracking and trending of customer comments and requests. Define Sutherland reputation: Deliver an excellent experience to every customer, meeting service standards. Ensure every customer is provided a world-class support experience: When using any of  digital channels for customer Loyalty Support. Consistently deliver: Achieve all agreed KPI’s. Work pro-actively to ensure potential issues are escalated appropriately. 

Additional Information

All your information will be kept confidential according to EEO guidelines.

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland.  During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.