Voice Process / Non-Voice Process Associate

Candidates typically experience a structured Webex interview comprising a communication assessment, a role‑specific skill test, and a final HR discussion. The process is designed to evaluate both technical aptitude and cultural fit, with a focus on clarity, problem‑solving, and customer‑centric thinking. Preparation tips include practicing mock calls, reviewing common customer scenarios, and staying updated on the company’s services.

Sutherland fosters a collaborative and inclusive work culture where employees are encouraged to share ideas and learn from one another. The company emphasizes work‑life balance through flexible schedules and remote work options, while also providing ample opportunities for skill development and career progression.

10+2 (any stream) or Diploma or Graduate in any discipline; 0–3 years of experience; no backlog policy; must have a stable internet connection and a working webcam/microphone for online interviews.

Round 1: Online Webex HR & communication assessment → Round 2: Role‑specific technical/skill assessment → Round 3: Final HR interview

Sutherland is a leading global outsourcing and digital transformation company that partners with some of the world’s biggest brands to deliver customer experience, technology, and consulting services. With a presence in more than 30 countries and a workforce of over 70,000 employees, Sutherland has built a reputation for innovation, quality, and a strong focus on employee growth. The company’s culture is built around collaboration, continuous learning, and a customer‑centric mindset, making it an attractive destination for fresh talent looking to kick‑start a career in the service industry. The Voice Process / Non‑Voice Process Associate role is designed for individuals who are passionate about customer service and enjoy working in a fast‑paced, dynamic environment. As an associate, you will be responsible for handling inbound and outbound calls, emails, and chat interactions, providing solutions to customer queries, and ensuring a high level of customer satisfaction. The role also includes non‑voice tasks such as data entry, order processing, and basic troubleshooting, giving you exposure to a variety of business processes. Key Responsibilities: 1. Respond to customer inquiries via phone, email, or chat in a timely and professional manner. 2. Resolve issues related to product usage, billing, and service delivery while adhering to company policies. 3. Escalate complex problems to higher‑level support teams when necessary. 4. Maintain accurate records of customer interactions in the CRM system. 5. Follow up on pending tickets and ensure closure within SLA timelines. 6. Participate in training sessions to stay updated on product features and process changes. 7. Contribute to process improvement initiatives by providing feedback. 8. Collaborate with cross‑functional teams such as technical support, billing, and quality assurance. 9. Meet or exceed individual and team performance metrics. 10. Uphold the company’s values of integrity, teamwork, and customer focus. Tech Stack & Tools: - Customer Relationship Management (CRM) platforms (e.g., Salesforce, Zendesk) - Knowledge base and ticketing systems - Microsoft Office Suite (Word, Excel, PowerPoint) - Basic troubleshooting tools and remote desktop applications Growth Path: Starting as an associate, you can progress to Senior Associate, Team Lead, and eventually to Manager or Specialist roles. Sutherland offers structured career ladders, mentorship programs, and opportunities to work on global projects, allowing employees to broaden their skill set and move into higher‑responsibility positions. Why Join Sutherland? - Comprehensive onboarding and continuous learning programs. - Exposure to international clients and diverse business domains. - Competitive compensation with performance‑based incentives. - A supportive work environment that encourages innovation and personal growth. - Flexible work arrangements, including remote work options. Overall, this role provides a solid foundation for a career in customer experience and process management, with ample opportunities for professional development and advancement.