job description
Join Sutherland, a global leader in customer experience transformation, as a Customer Service Associate specializing in online shopping support. In this dynamic role, youâll serve as the first point of contact for customers, delivering exceptional service and resolving inquiries with professionalism and empathy. Based in the vibrant regions of Bali, youâll contribute to a team that values growth, collaboration, and innovation.
This is your opportunity to build a rewarding career in a fast-paced, customer-centric environment while enjoying the unique work-life balance that Bali offers. Whether youâre assisting with order tracking, handling returns, or providing product recommendations, your role will directly impact customer satisfaction and loyalty.
At Sutherland, we invest in our employeesâ development through training, mentorship, and career advancement programs. If youâre passionate about helping others and thrive in a supportive team, weâd love to hear from you!
Responsibility
- Provide personalized customer support via phone, email, and chat for online shopping inquiries.
- Resolve customer concerns efficiently, including order issues, returns, and refunds.
- Maintain accurate records of customer interactions and transactions in CRM systems.
- Collaborate with cross-functional teams to improve service quality and customer experience.
- Stay updated on product knowledge, promotions, and company policies to provide accurate information.
- Handle high-volume inquiries with professionalism and a positive attitude.
- Identify and escalate recurring customer issues to management for process improvements.
- Meet and exceed performance metrics, including response time, resolution rate, and customer satisfaction scores.
Qualifications
- Minimum 1 year of experience in customer service, call centers, or retail (fresh graduates with strong communication skills are encouraged to apply).
- Excellent written and verbal English proficiency (additional languages are a plus).
- Strong problem-solving skills and ability to think critically under pressure.
- Familiarity with CRM software (e.g., Zendesk, Salesforce) and Microsoft Office tools.
- High attention to detail and ability to multitask in a fast-paced environment.
- Customer-focused mindset with a passion for delivering exceptional service.
- Ability to work flexible shifts, including weekends and holidays, as needed.
- Based in or willing to relocate to Bali (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung).