Retail Customer Service Associate - Contract Opportunity

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

Serve Wayfair customers by handling high-volume inbound contacts across phone, chat, and email. Assess needs, resolve issues, and provide accurate information using the right tools while maintaining excellent service standards. Meet efficiency and customer satisfaction metrics, de-escalate concerns, follow policies, and escalate systemic trends to leadership. Work in a structured, fast-paced environment with strong focus on reliability, empathy, and first-contact resolution.

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FursaFursa
Sutherland
Sutherland
3 days ago

Retail Customer Service Associate - Contract Opportunity

✓ Verified Job

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 6 months ago

Job Summary

Serve Wayfair customers by handling high-volume inbound contacts across phone, chat, and email. Assess needs, resolve issues, and provide accurate information using the right tools while maintaining excellent service standards. Meet efficiency and customer satisfaction metrics, de-escalate concerns, follow policies, and escalate systemic trends to leadership. Work in a structured, fast-paced environment with strong focus on reliability, empathy, and first-contact resolution.
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.
  • •Provide accurate information using the right methods/tools and follow communication procedures, guidelines, and policies.
  • •Handle complaints by offering appropriate solutions and alternatives within time limits and follow up to ensure resolution.
  • •Maintain records of customer interactions, process customer accounts, and file documents.
  • •Handle high-volume contacts and escalate systemic issues/trends to leadership.

Pay and Benefits

Perks:Health InsuranceLife InsurancePaid LeavePaid Training

Key Requirements

  • •Be at least 18 years old.
  • •Have a minimum of 3 subjects including English (CXC/CSEC, City & Guilds, GCE, SSC, JSCE, NCTVET, or CCSLC) OR a U.S. high school diploma or GED.
  • •Be able to pass a criminal background check.
  • •Have flexible availability to work any day and any assigned shift weekly, including weekends and public holidays.
  • •Pass English Language written assessments and demonstrate consistent performance.
Education:Bachelor's
Skills:CommunicationEmpathyConflict managementProblem-solvingMultitasking
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
WebsiteLinkedInGlassdoor