job description
Are you passionate about delivering exceptional customer experiences? Do you thrive in a dynamic, fast-paced environment where every interaction makes a difference? Sutherland, a global leader in digital transformation and customer experience solutions, is seeking a Customer Service Associate to join our Travel Account teamâremotely from Bali!
In this role, youâll be the voice of our travel clients, assisting customers with bookings, inquiries, and issue resolution while ensuring a seamless and memorable experience. Whether itâs helping someone plan their dream vacation or resolving a travel hiccup, your empathy, problem-solving skills, and dedication to service excellence will shine. As part of Sutherlandâs innovative team, youâll work with cutting-edge tools and processes designed to elevate customer satisfaction and drive operational efficiency.
Why join us?
- Make an Impact: Your work directly enhances customer loyalty and brand reputation for leading travel companies.
- Flexible Work: Enjoy the freedom of a remote role while being part of a collaborative, global team.
- Career Growth: Access training, mentorship, and advancement opportunities in a company that values talent.
- Work-Life Balance: Competitive benefits, including paid time off and wellness programs, to support your well-being.
- Diverse Culture: Join a multicultural team that celebrates inclusion and innovation.
If youâre a natural problem-solver with a passion for travel and customer service, weâd love to hear from you. Apply today and take the first step toward a rewarding career with Sutherland!
Responsibility
- Respond to customer inquiries via phone, email, and chat with professionalism, accuracy, and empathy.
- Assist customers with travel bookings, modifications, cancellations, and itinerary updates.
- Resolve customer issues related to flights, accommodations, and travel policies efficiently and effectively.
- Document customer interactions and transactions in CRM systems to ensure data accuracy and continuity.
- Collaborate with cross-functional teams (e.g., sales, operations) to escalate and resolve complex customer concerns.
- Meet and exceed performance metrics, including response time, resolution rate, and customer satisfaction scores.
- Stay updated on travel industry trends, promotions, and company policies to provide informed support.
- Participate in team meetings, training sessions, and continuous improvement initiatives.
Qualifications
- Minimum of 1 year of experience in customer service, preferably in travel, hospitality, or call center environments.
- Excellent communication skills in English (verbal and written); additional languages are a plus.
- Strong problem-solving abilities and a customer-first mindset.
- Proficiency in using CRM software, Microsoft Office, and multitasking tools (e.g., live chat platforms).
- Ability to work in a fast-paced, remote environment with minimal supervision.
- High school diploma or equivalent; associate or bachelorâs degree in a related field is advantageous.
- Stable internet connection and a quiet, dedicated workspace for remote work.
- Flexibility to work in shifts, including evenings, weekends, and holidays, as required by the travel industry.