Retail Customer Care Associate

Sutherland
Jamaica
Workplace: OnsiteFull timeFunction: Data Science & Machine LearningEducation: high_schoolSkills: ["Patience","Empathy","Communication","Problem-solving","Attention to detail"]

Act as a liaison for a large e-commerce furniture marketplace, answering customer questions and resolving account issues with accuracy and empathy. Handle inbound phone calls, chats, and emails covering returns, replacements, delivery, product availability, and order status. Maintain high customer satisfaction by assessing needs, providing complete information using the right tools, managing complaints through resolution and follow-up, and escalating systemic issues to improve service.

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FursaFursa
Sutherland
Sutherland
9 hours ago

Retail Customer Care Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Act as a liaison for a large e-commerce furniture marketplace, answering customer questions and resolving account issues with accuracy and empathy. Handle inbound phone calls, chats, and emails covering returns, replacements, delivery, product availability, and order status. Maintain high customer satisfaction by assessing needs, providing complete information using the right tools, managing complaints through resolution and follow-up, and escalating systemic issues to improve service.
Location: Jamaica
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Entry level

Key Responsibilities

  • •Identify and assess customer needs to achieve satisfaction.
  • •Build relationships and trust through open, interactive communication.
  • •Provide accurate, complete information using the right tools and follow communication procedures and policies.
  • •Handle customer complaints with appropriate solutions within time limits and follow up to ensure resolution.
  • •Manage high-volume inbound contacts across phone, chat, and email while meeting efficiency and customer satisfaction metrics.

Key Requirements

  • •Minimum 4 CXC/GCE subjects inclusive of English Language and a numeric subject, or a U.S. high school diploma or GED.
  • •Must have a valid (not expired) government issued ID, TRN and NIS card.
  • •Flexible availability to work any day and any assigned shift weekly, including weekends and public holidays.
  • •Must be able to train and/or work onsite.
  • •Strong computer skills with basic Microsoft Office (Outlook, Word, Excel) experience and proven ability to handle high-volume inbound contacts.
Education:High School
Skills:PatienceEmpathyCommunicationProblem-solvingAttention to detail
Languages:English
Tech Stack:CRMMicrosoft OfficeOutlookWordExcelTyping

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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