Retail Customer Service Associate - UK Market

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

Serve Wayfair customers for a large e-commerce furniture marketplace by handling high volumes of inbound contacts across phone, chat, email, and SMS. You’ll identify customer needs, troubleshoot issues, de-escalate concerns, and resolve requests related to returns, replacements, delivery, product availability, and order status. Maintain accurate records, follow communication policies, and continuously share trends and improvement opportunities with leadership while meeting efficiency and customer satisfaction targets.

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FursaFursa
Sutherland
Sutherland
2 days ago

Retail Customer Service Associate - UK Market

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Serve Wayfair customers for a large e-commerce furniture marketplace by handling high volumes of inbound contacts across phone, chat, email, and SMS. You’ll identify customer needs, troubleshoot issues, de-escalate concerns, and resolve requests related to returns, replacements, delivery, product availability, and order status. Maintain accurate records, follow communication policies, and continuously share trends and improvement opportunities with leadership while meeting efficiency and customer satisfaction targets.
Location: Jamaica
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Identify and assess clients’ needs to achieve satisfaction.
  • •Provide accurate information using the right tools and methods.
  • •Handle customer complaints by offering appropriate solutions and alternatives, and follow up to ensure resolution.
  • •Maintain records of customer interactions and process accounts and file documents following procedures and policies.
  • •Exceed service efficiency metrics and customer satisfaction targets, including meeting call handling quotas.

Pay and Benefits

Perks:Health InsuranceLife InsurancePaid TrainingPaid LeaveMeal AllowanceCommuter BenefitsPaid Referral

Key Requirements

  • •Be at least 18 years old.
  • •Have a minimum of 3 CXC/CSEC subjects inclusive of English (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 maintain consistent high performance.
Skills:PatienceEmpathyActive listeningConflict managementProblem-solving
Languages:English
Tech Stack:CRMEmailChatSMSMicrosoft OfficeOutlookWordExcelBrowsersTabs

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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