The posting
Company Description
Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.
We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.
We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.
Job Description
Our client is the world's largest international mobile virtual network operator, serving over 16 million customers across 23 countries—with a new customer joining every two seconds. Our mission is to connect friends and family around the world by offering low-cost, high-quality data and voice services. We are expanding our portfolio to include financial and travel services, helping people stay in touch across borders.
Role Overview
We are seeking dedicated, customer-focused Voice Customer Support Associates to handle inbound customer service interactions. This is a pure customer service role with no sales or upsell components. You will be the trusted voice and advocate for millions of customers across 18+ global markets, helping them resolve issues quickly and delivering exceptional experiences at every touchpoint.
The ideal candidate will demonstrate strong communication skills, active listening, empathy, and a genuine passion for resolving customer concerns professionally and efficiently.
Key Responsibilities
- Handle inbound interactions via voice calls and non-voice channels (email, chat, etc.) with prompt, accurate, and courteous support
- Understand and resolve customer issues effectively per established process guidelines and standard operating procedures
- Provide accurate information related to products (prepaid & post paid), services, billing, technical troubleshooting, and general inquiries
- Achieve First Contact Resolution (FCR) where possible; escalate complex issues per defined criteria with clear documentation
- Maintain compliance standards including regulatory requirements (FCC CPNI, Ofcom, ACMA per applicable market), data privacy, and internal guidelines
- Document interactions accurately in CRM systems with clear, professional notes and ensure proper ticket closure
- Meet KPI targets including AHT, FCR, schedule adherence, call quality, and compliance standards
- Demonstrate professionalism, empathy, and clarity in every customer interaction, maintaining patience under pressure
- Learn continuously, stay updated on products/services, and embrace process improvements and feedback
Qualifications
Eligibility & Qualifications:
- Language Proficiency: English B2 level minimum (CEFR); Native/Regional Language B2 level minimum
- Communication: Clear, confident voice (for voice roles); professional written communication (for non-voice roles)
- Technical Skills: Basic computer navigation, email, CRM systems;
- Shift Flexibility: Ability to work rotational shifts including early mornings, evenings, nights, weekends, and holidays as per operational requirement
- Schedule Adherence: Comfortable with rotational week-off arrangements and schedule changes as needed
- Compliance: Willing to undergo background verification and comply with regulatory requirements
Key Skills & Competencies
Communication & Language Proficiency
- English Proficiency: B2 level minimum (CEFR) – fluent, clear, and confident
- Native/Regional Language: B2 level minimum – demonstrated proficiency for local market support
- Voice Interactions: Clear articulation, no heavy accent interference, confident tone, active listening
- Written Communication (Non-Voice roles): Professional tone, grammatically correct, concise and clear
- Typing Speed: Minimum 30 WPM with 90% accuracy (non-voice roles)
Core Competencies
- Active Listening & Empathy: Ability to understand customer concerns deeply and respond with empathy
- Problem-Solving & Decision-Making: Logical thinking, ability to troubleshoot and resolve issues within scope
- Customer Focus: Commitment to customer satisfaction and willingness to go the extra mile
- Patience & Emotional Control: Handle challenging customers professionally without frustration
- Adaptability: Thrive in a fast-paced, dynamic environment with changing priorities
- Compliance Awareness: Understand and follow regulatory requirements, data privacy, and quality standards
- Technology Comfort: Quick learner; able to navigate multiple systems and troubleshoot basic technical issues
- Initiative & Ownership: Proactive approach to resolving issues, seeking clarification when needed
- Team Collaboration: Willingness to support colleagues, open to feedback, and contribute to team goals
Performance Expectations
- Achieve or exceed team KPI targets such as: AHT, First Contact Resolution (FCR), Schedule Adherence, Quality audits and compliance metrics
- Maintain professional demeanor and quality standards in 100% of interactions
- Adhere to established processes and guidelines; escalate appropriately when required
- Complete all mandatory training and compliance certifications
Additional Information
All your information will be kept confidential according to EEO guidelines.
