Retail Customer Service Associate

Sutherland
Jamaica
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Patience","Empathy","Communication","Conflict management","Problem-solving"]

Serve Wayfair customers through inbound calls, chats, emails, and SMS for a high-volume e-commerce furniture marketplace. Identify and resolve issues such as returns, replacements, delivery, product availability, and order status using the right tools and methods. Maintain service standards, handle customer complaints with timely follow-up, de-escalate concerns, and help improve processes by sharing recurring trends.

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FursaFursa
Sutherland
Sutherland
1 day ago

Retail Customer Service Associate

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Serve Wayfair customers through inbound calls, chats, emails, and SMS for a high-volume e-commerce furniture marketplace. Identify and resolve issues such as returns, replacements, delivery, product availability, and order status using the right tools and methods. Maintain service standards, handle customer complaints with timely follow-up, de-escalate concerns, and help improve processes by sharing recurring trends.
Location: Jamaica
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Identify and assess client needs to achieve satisfaction and maintain high customer service standards.
  • •Answer customer inquiries and provide accurate information using the right methods and tools, handling a high volume of contacts.
  • •Handle customer complaints with appropriate solutions and timely follow-up to ensure resolution within time limits.
  • •Build sustainable relationships through open, interactive communication and follow communication procedures, guidelines, and policies.
  • •Maintain records of customer interactions and customer account processing, and escalate systemic issues by sharing trends with leadership.

Pay and Benefits

Perks:Health InsuranceLife InsurancePaid TrainingPaid LeaveShuttle ServicesDiscounts

Key Requirements

  • •Be at least 18 years or older and available to work any day and any assigned shift weekly, including weekends and public holidays.
  • •Have at least 3 subjects including English (CXC/CSEC, City & Guilds, GCE, SSC, JSCE, NCTVET, or CCSLC) OR a U.S. high school diploma or GED.
  • •Pass a criminal background check and successfully pass English language written assessments.
  • •Demonstrate strong customer service capability in a high-volume inbound environment (estimated 50–60 emails/chat/SMS per shift).
  • •Use sound problem-solving and business judgment to identify customer needs, handle complaints professionally, and follow through on commitments.
Experience:E-commerceCustomer service
Skills:PatienceEmpathyCommunicationConflict managementProblem-solving
Languages:English
Tech Stack:CRMMicrosoft OfficeOutlookWordExcel

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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