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The associate is responsible for resolving customer issues and upselling services via phone while maintaining high-quality service standards. They must also manage documentation, perform data entry, and collaborate effectively within a team environment.
Founded in 1986 in the USA, Sutherland is a global company operating in the field of Business Process Outsourcing (BPO).
Sutherland Kosovo was opened in Prishtina in November 2017 and employs German-speaking staff who provide technical support and customer service.
We are currently looking for motivated German-speaking candidates who would like to work for one of the world’s leading online sales platforms.
- Responsible for answering, resolving customer issues, and upselling through phone within a growing customer base
- Identify and relate with various customer needs and scenarios
- Provide customers resolution/consultation with cutting-edge solutions in a friendly, confident and knowledgeable manner
- Remain updated in client and industry led processes, technology applications, utilities, and products
- Utilize various client based tools and applications for customer management and servicing
- Transfer customers to appropriate departments when required
- Conduct data entry, documentation, and case management
- Work and partner with others within a team-based environment
- Achieve and maintain required metrics and goals
College Undergraduate
What can you expect from us?
Very good earning opportunities
Attractive benefits package (health insurance and additional transportation allowance)
Recognition and incentive programs
Intensive training based on leading global standards to ensure high-quality customer service
Professional development opportunities
Work Experience
At least 1 year of BPO Work Experience or at least 6 months if from Web Hosting Company
At least 6 months experience in Sales (in BPO industry)
At least 6 months experience in Tech
Non-Voice Support Experience - Desirable. Expectations to be set in hiring that this is a voice program but can also be chat at any time, to meet the business needs
Experience in WAHA - An advantage because of the current work arrangement for the program.
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