Associate / Sr. Associate - Refferal

Sutherland’s interview process typically spans three rounds. The first round is an online aptitude test focusing on logical reasoning, quantitative ability and English. The second round is a technical or domain interview where candidates are evaluated on customer handling scenarios, CRM knowledge and communication skills. The final HR round assesses cultural fit, motivation and availability for shift work. The overall difficulty is moderate; thorough practice of aptitude questions and mock customer interactions helps candidates succeed.

Sutherland promotes a learning‑first culture with regular upskilling programs and mentorship. Employees enjoy a balanced work‑life schedule, especially in the brick‑and‑mortar campuses where shift flexibility is provided. The company emphasizes internal mobility, allowing high‑performers to transition across functions and grow into leadership roles.

Any full‑time UG/PG graduate (Arts, Science, Commerce, Engineering, Pharma, MBA, MCA) who is a 2025 pass‑out. Minimum 60% aggregate (or equivalent CGPA) is preferred. No active backlogs at the time of joining. Candidates must reside within a 25 km radius of the Chennai office.

Round 1: Online aptitude test (logical reasoning, quantitative, English) → Round 2: Technical/Domain interview (customer handling scenarios, CRM basics) → Round 3: HR interview (fit, motivation, availability)

Sutherland is a global leader in digital transformation services, offering a blend of artificial intelligence, automation, cloud engineering and advanced analytics to help Fortune‑500 brands reinvent their operations. With over 200 patented inventions across AI and related technologies, the company delivers end‑to‑end solutions through a seamless "as‑a‑service" model. Its culture revolves around combining human expertise with cutting‑edge technology to create what it calls "digital chemistry," enabling clients to unlock new possibilities and achieve measurable results. In India, Sutherland operates large contact‑center campuses that serve as hubs for customer experience, technical support and back‑office functions. The Chennai campus, located in the heart of the city, follows a brick‑and‑mortar model where employees work on‑site, collaborate in real‑time and benefit from structured training programs, mentorship and clear career ladders. The organization emphasizes continuous upskilling, data security, and adherence to service level agreements (SLAs) to maintain high standards of client satisfaction. **Role Summary** The Associate / Sr. Associate – Refferal role is a front‑line customer experience position. You will interact with customers across multiple channels—phone, email, chat and social media—to resolve queries, process referrals and ensure a smooth end‑to‑end experience. The role demands strong communication skills, analytical thinking and the ability to meet daily productivity and quality targets while adhering to strict data‑security policies. **Key Responsibilities** 1. Resolve customer requests and inquiries via email, chat, phone or social media platforms. 2. Meet or exceed contact‑center statistics and SLA metrics on a daily basis. 3. Follow non‑disclosure agreements and data‑security protocols rigorously. 4. Complete mandatory upskilling modules and e‑courses for the assigned program. 5. Participate in coaching sessions and implement feedback promptly. 6. Maintain 100% schedule adherence with zero absenteeism. 7. Contribute to reducing program shrinkage by adhering to attendance and performance standards. 8. Document interactions accurately in the CRM system. 9. Escalate complex issues to higher‑level support when required. 10. Provide feedback on process improvements and customer pain points. **Tech Stack**: CRM platforms (e.g., Salesforce, Zendesk), Microsoft Office Suite, ticketing tools, chat applications, basic knowledge of HTML/email formatting, and familiarity with data‑security tools. **Growth Path**: Starting as an Associate, high performers can progress to Senior Associate, Team Lead, Operations Manager and eventually to specialized roles in analytics or automation within Sutherland’s digital services. **Why Join Sutherland?** The company offers a structured learning environment, exposure to global clients, competitive compensation, and clear promotion pathways. Employees benefit from a collaborative culture, regular training, and the chance to work with cutting‑edge AI‑driven tools that enhance everyday customer interactions.