Join Sutherland, a Great Place to Work, and Deliver Exceptional Customer Experiences in the Streaming Industry
Are you a charismatic and results-driven customer service professional with a passion for delivering outstanding guest experiences? Do you have a proven track record of handling diverse customer inquiries and meeting performance targets? If so, we're excited to invite you to join our dynamic team at Sutherland, where you'll have the opportunity to support a global giant in the streaming media and entertainment industry.
About Our Company and the Role
At Sutherland, we've been in business for over 35 years, and our mission is to care for our customers' customers and help strengthen their brands by delivering extraordinary customer experiences. With nearly 40,000 employees across over 100 countries, we're a global leader in customer experience management. As a Customer Service Representative for our streaming services client, you'll be the face of our company, providing top-notch support to customers who are passionate about their favorite TV shows, movies, and animated stories.
Key Responsibilities
- Handle customer inquiries via phone, email, or chat, providing timely and effective solutions to their streaming-related issues.
- Troubleshoot technical issues, such as streaming errors, account access, and content availability.
- Demonstrate a deep understanding of streaming services, including features, functionality, and compatibility with various devices.
- Build rapport with customers, empathizing with their concerns and delivering personalized support.
- Utilize CRM applications to manage customer interactions, update account information, and track issue resolution.
- Multitask with ease, navigating multiple applications and systems to resolve customer issues efficiently.
- Participate in ongoing training and development programs to stay up-to-date on the latest streaming technologies and industry trends.
Essential Qualifications
- 1+ year of experience in a customer service or contact center environment, with a proven track record of delivering exceptional guest experiences.
- Basic knowledge of streaming services, including troubleshooting skills and understanding of streaming technologies.
- Proficiency in Microsoft Office applications, such as Outlook, Word, and Excel.
- Technical support experience, with the ability to diagnose and resolve technical issues.
- Strong problem-solving skills, with the ability to think critically and creatively.
- Excellent communication and interpersonal skills, with the ability to build rapport with customers.
Preferred Qualifications
- Experience working with CRM applications, such as Salesforce or Oracle.
- Familiarity with streaming industry trends and technologies.
- Previous experience in a remote or work-from-home environment.
Skills and Competencies
To succeed in this role, you'll need to possess the following skills and competencies:
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to multitask and manage multiple applications simultaneously.
- Technical skills, including basic knowledge of streaming services and troubleshooting.
- Customer-focused mindset, with a passion for delivering exceptional guest experiences.
- Adaptability and flexibility, with the ability to adjust to changing priorities and technologies.
Career Growth Opportunities and Learning Benefits
At Sutherland, we're committed to helping our employees grow and develop in their careers. As a Customer Service Representative, you'll have access to ongoing training and development programs, including:
- Comprehensive onboarding program to ensure you're equipped to succeed in your role.
- Ongoing coaching and feedback from experienced team leaders.
- Opportunities for career advancement, including promotions to leadership roles.
- Professional development programs, such as leadership training and certification programs.
Work Environment and Company Culture
As a remote employee, you'll have the flexibility to work from the comfort of your own home. To ensure success, you'll need to have a dedicated workspace with:
- Excellent internet connectivity, with upload speeds of 2 Mbps and download speeds of 10 Mbps.
- A hard-wired internet connection, rather than wireless or satellite.
- A quiet and distraction-free workspace, with minimal background noise.
At Sutherland, we're proud of our company culture, which is built on a foundation of:
- Employee recognition and reward programs.
- Opportunities for career growth and development.
- A commitment to diversity, equity, and inclusion.
- A fun and supportive work environment, with regular team-building activities and celebrations.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- $13.50/hour, with opportunities for additional pay incentives and monthly rewards.
- Comprehensive benefits package, including medical, dental, and vision coverage.
- 401(k) plan, with company matching contributions.
- Paid time off, including vacation days and holidays.
- Exciting vacation benefits, including a Global Flexible Benefits Policy.
- EAP and Health and Wellness programs, including access to a personal trainer.
Conclusion
If you're a motivated and customer-focused individual with a passion for delivering exceptional guest experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at Sutherland, you'll have the chance to work with a global giant in the streaming media and entertainment industry, while developing your skills and advancing your career. Don't miss out on this chance to join our dynamic team and take your career to the next level!
Apply Now