Associate / Sr. Associate - Refferal

The interview process at Sutherland typically starts with a timed online aptitude test covering quantitative, logical and English sections, followed by a technical interview that evaluates communication skills, problem‑solving ability and knowledge of customer service tools. The final HR round focuses on cultural fit, availability for shift work and career goals. Candidates should practice clear articulation, maintain a calm demeanor, and showcase flexibility for night shifts.

Sutherland promotes a global, inclusive work culture with a strong emphasis on learning and upskilling. Employees enjoy flexible work‑from‑home arrangements, regular training programs, and clear growth pathways, fostering a balanced professional and personal life.

Any full‑time UG/PG graduate (Arts, Science, Commerce, Engineering, Pharma, MBA, MCA) who is a 2025 pass‑out. Must reside within a 25 km radius of the Bengaluru office. No specific percentage requirement mentioned; candidates should have a clean academic record with no pending backlogs. Must possess excellent verbal and written English, good analytical and typing skills, and be flexible to work night shifts.

Round 1: Online aptitude and English assessment → Round 2: Technical/Domain interview focusing on customer handling and communication skills → Round 3: HR interview covering cultural fit, availability and career aspirations

Sutherland is a global leader in digital transformation services, blending artificial intelligence, automation, cloud engineering and advanced analytics to help iconic brands reinvent their businesses. 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 Indian operations, especially in Bengaluru, act as a hub for delivering high‑impact customer experience and back‑office services to clients across finance, insurance, healthcare and telecom. Employees benefit from exposure to cutting‑edge tools, a culture of continuous learning, and the chance to work alongside seasoned professionals from around the world. The role of Associate / Sr. Associate – Referral is a front‑line customer experience position within Sutherland’s insurance vertical. As a consultant, you will interact with customers via phone, email, chat and social media, ensuring that every query is resolved promptly and professionally. The job is permanent and work‑from‑home, allowing you to serve customers while enjoying the flexibility of a home‑based setup. You will be expected to meet monthly targets for customer satisfaction and productivity, while adhering to strict service level agreements (SLAs) and data security policies. Key Responsibilities: 1. Resolve customer requests and inquiries across email, chat, and social media channels. 2. Achieve and maintain contact‑center statistics and SLA targets. 3. Follow non‑disclosure agreements and data security guidelines at all times. 4. Complete mandatory upskilling modules and e‑courses for continuous improvement. 5. Participate in coaching sessions and implement feedback effectively. 6. Maintain 100% schedule adherence with zero absenteeism. 7. Contribute to reducing program shrinkage by adhering to attendance and performance norms. 8. Document interactions accurately in the CRM system. 9. Escalate complex issues to senior teams when required. 10. Provide feedback on process improvements based on customer interactions. Tech Stack & Tools: The role primarily uses Sutherland’s proprietary CRM platforms, ticketing tools, and collaboration suites such as Microsoft Teams and Zoom. Basic proficiency with MS Office, especially Excel for reporting, is essential. Familiarity with AI‑driven chatbots and knowledge bases enhances efficiency. Growth Path: Starting as an Associate, high performers can progress to Sr. Associate, Team Lead, Operations Manager, and eventually to specialized roles in analytics or process design. Sutherland invests heavily in employee development through certifications, internal mobility programs, and global exposure opportunities. Why Join Sutherland? You will be part of a forward‑thinking organization that values innovation, offers a structured career ladder, and provides a supportive work‑from‑home environment. The company’s emphasis on continuous learning, global client exposure, and a collaborative culture makes it an ideal place for fresh graduates aiming to build a robust career in customer experience and digital services.