Associate / Sr. Associate - Refferal

Candidates typically experience a three‑round interview process: an initial phone or video screening, a technical/role‑specific interview focusing on customer‑service scenarios and basic problem solving, and a final HR interview. The difficulty is moderate, with emphasis on communication skills, situational judgment, and basic analytical questions. Preparation tips include practicing case studies, reviewing common customer‑service frameworks, and staying updated on Sutherland’s digital solutions.

Round 1: Phone/Video screening → Round 2: Technical/HR interview → Round 3: HR final

Sutherland fosters an inclusive culture that encourages collaboration across teams and geographies. Employees enjoy ample growth opportunities, regular skill‑up training, and a healthy work‑life balance supported by flexible work arrangements.

Any full‑time UG/PG graduate (Arts/Science/Commerce/Engineering/Pharma/MBA/MCA) with a 2025 passout. Candidates must have a minimum of 50% marks in the qualifying examination and should not have any backlogs. Residency within 25 km of the Bengaluru office is required.

Sutherland is a global leader in digital transformation, offering cutting‑edge solutions in artificial intelligence, automation, cloud engineering, and advanced analytics. With a portfolio of over 200 patented inventions, the company partners with iconic brands worldwide to deliver measurable business outcomes through a seamless "as a service" model. Sutherland’s culture is built on a blend of human expertise and AI, creating what it calls "digital chemistry" that unlocks new possibilities for clients and employees alike. The Associate / Sr. Associate – Refferal role is a customer‑centric position that places you at the forefront of client interactions. As a consultant, you will handle inquiries and issues across multiple channels—phone, email, chat, and social media—ensuring that every customer receives timely, accurate, and empathetic support. Your day will involve troubleshooting, providing product information, and escalating complex cases while maintaining high service quality metrics. Key responsibilities include: 1. Responding to customer requests via email, chat, and social media in a professional manner. 2. Resolving inquiries and issues while adhering to SLA targets and contact‑center statistics. 3. Maintaining confidentiality and following data‑security protocols. 4. Completing mandatory e‑courses and upskilling modules relevant to the program. 5. Attending coaching sessions and applying feedback to improve performance. 6. Achieving 100% schedule adherence with zero absenteeism. 7. Contributing to program shrinkage reduction initiatives. 8. Collaborating with cross‑functional teams to share customer insights. 9. Using CRM and ticketing systems to log interactions and track resolution. 10. Participating in continuous improvement activities to enhance customer experience. The technical stack you’ll work with includes CRM platforms, ticketing systems, chat and email management tools, and social media monitoring software. While the role is primarily customer‑service oriented, exposure to data analytics dashboards and reporting tools is common. Growth path: Starting as an Associate, you can progress to Senior Associate, then to Team Lead, Manager, and beyond. Sutherland emphasizes internal mobility, offering training programs, mentorship, and clear career ladders. Why join Sutherland? The company offers a collaborative, inclusive environment that values diversity and continuous learning. Employees benefit from global exposure, competitive compensation, and a strong focus on work‑life balance. With a reputation for innovation and a commitment to employee development, Sutherland is an attractive destination for fresh graduates looking to launch a career in customer experience and digital transformation.