Consultant - Customer Service at Sutherland — India

About The Role

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 chats 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/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/driver concerns.
25 WPM with 90% accuracy - 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.