Role Summary
Sutherland is hiring an Associate - Customer Support (Voice / Logistics & Delivery Support) (Job ID: REF45949L) to join our international customer care operations in Airoli, Navi Mumbai. In this role, you will handle inbound calls assisting customers and on-field delivery drivers with delivery logistics, real-time shipment updates, location coordinate revisions, route navigation, and delivery access troubleshooting. You will deliver clear, empathetic solutions while maintaining strict adherence to call control protocols, documentation standards, and US operational shift requirements.
Key Responsibilities
- Driver & Customer Assistance: Handle inbound support calls from customers and delivery drivers regarding active deliveries, transit delays, package tracking, and delivery instructions.
- Route & Coordinate Support: Assist field drivers in updating and correcting delivery GPS coordinates, accessing gate entry codes, and navigating complex routing instructions.
- Incident Resolution & Logging: Investigate delivery exceptions such as lost or damaged packages, submit operational exception forms, and accurately document incident notes in internal ticketing systems.
- Call Control & Escalations: Maintain professional phone etiquette, execute active listening techniques, and transfer or escalate complex cases to specialized Tier-2 logistics support teams.
- Process Compliance: Follow defined operational scripts, data confidentiality policies, and performance quality benchmarks to ensure high customer satisfaction (CSAT) scores.
Key Qualifications
- Education: Minimum Higher Secondary Certificate (12th / HSC pass with Leaving Certificate) or any Bachelor’s degree.
- Experience: Open to fresh graduates and candidates with 0 to 2 years of international voice support or BPO experience.
- Communication Skills: Fluent spoken and written English communication skills with a neutral accent, clear pronunciation, and strong auditory comprehension.
- Technical Aptitude: Basic computer literacy, browser navigation, and a minimum keyboard typing speed of 25 WPM with 90% accuracy.
- Shift & Work Flexibility: Willingness to work in rotational US shifts between 5:30 PM and 11:30 AM (any 9-hour operational shift) at the Airoli facility (candidates must reside within a 30 km radius; hybrid/WFH options evaluated post 6 months based on performance).
About Sutherland
Sutherland is a global digital transformation and customer experience company that combines human-centric design with AI, automation, and digital engineering to optimize critical business operations for the world's leading brands.