Retail Customer Service Associate - Contract Opportunity

Sutherland is looking for a self-motivated, team-oriented and career-oriented person to join us as a Retail Customer Service Associate to serve customers in the United States. 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!

Large e-Commerce Furniture Marketplace seeking Customer Service Associate Professionals to join our team. Candidate will act as a liaison, provide services information, answer questions, and resolve any emerging problems that our clients' accounts might face with accuracy and efficiency. Candidate should be genuinely excited to help clients. You must be patient, empathetic, and passionately communicative. The target is to ensure excellent service standards, respond efficiently to clients inquiries and maintain high customer satisfaction. These customers are based in North America.

Responsibilities

• Identify and assess clients’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage clients

What Does Service Representative Do?

• Demonstrate Reliability: Attendance and commitment to being present and on time for your full shift each day is crucial.
• Handle a High Volume of Contacts: You will handle an estimated 50-60 emails, chat, SMS per shift.
• Meet Our High Performance Bar: You’ll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned.
• Engage Customers: You’ll need a passion for people.
• Listen Actively and Show Empathy: You will actively listen to understand customer concerns.
• De-Escalate Customer Concerns: Use your conflict management skills to balance the needs of the customer.
• Problem Solve: Solutions aren’t a one-size-fits-all approach.
• Multitask: You’ll need to juggle navigating multiple browsers, tabs, tools, and screens.
• Escalate Systemic Issues: Help us continuously improve.

Qualifications

• Must be at least 18 years or older.
• We require all candidates to have a minimum of 3 subjects inclusive of English (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery) OR a U.S. high school diploma or GED.
• Must be able to pass a criminal background check.
• Must have flexible availability to work any day and any assigned shift weekly (Weekends and Public Holidays).
• Must successfully pass English Language written assessments.
• Consistency in performance and an 'I can and will win attitude'.
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• Experience in customer service is an asset and preferred.
• Good systematic problem solving ability, using sound business judgment, and following through on commitments to customers.
• Excellent attention to detail.
• Excellent verbal and written communication skills.
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Must have basic computer skills with the ability to navigate and manipulate a computer system.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
• No commitments that will impact your ability to commit to work for the next 18 – 24 months.

Additional Information

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan.
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am.
• Free On-site medical suite with nurse and medical doctor.
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
• Paid referral program.
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.

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.