Online Retail Customer Care Associate

Sutherland
Jamaica
Workplace: OnsiteFull timeFunction: Data Science & Machine LearningSkills: ["Empathy","Communication","Conflict management","Problem-solving","Multitasking"]

Serve as the liaison for an online retail brand, handling inbound phone, chat, and email inquiries while providing accurate information and resolving customer issues. You’ll manage high-volume contacts, meet customer service and call-handling targets, and de-escalate complaints using internal tools and resources to drive first-contact resolution. The role emphasizes empathy, clear communication, documentation, and confidence when troubleshooting customer-facing problems and navigating multiple systems.

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FursaFursa
Sutherland
Sutherland
3 days ago

Online Retail Customer Care Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Serve as the liaison for an online retail brand, handling inbound phone, chat, and email inquiries while providing accurate information and resolving customer issues. You’ll manage high-volume contacts, meet customer service and call-handling targets, and de-escalate complaints using internal tools and resources to drive first-contact resolution. The role emphasizes empathy, clear communication, documentation, and confidence when troubleshooting customer-facing problems and navigating multiple systems.
Location: Jamaica
Workplace: Onsite
Employment Type: Full time · 6 months
Job Function: Data Science & Machine Learning
Seniority: Entry level

Key Responsibilities

  • •Identify and assess customer needs to achieve satisfaction.
  • •Build sustainable customer relationships through open and interactive communication.
  • •Provide accurate information using the right methods/tools and follow communication procedures, guidelines, and policies.
  • •Handle complaints with appropriate solutions and alternatives, and follow up to ensure resolution.
  • •Manage records of customer interactions and documents while handling high-volume contacts (phone, chats, and emails).

Key Requirements

  • •Have a minimum of 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.
  • •Have flexible availability to work any day and any assigned shift weekly, including weekends and public holidays.
  • •Be able to train and/or work onsite.
  • •Excellent verbal and written communication skills with proficiency using computers and multiple applications; customer service experience is an asset.
Experience:E-commerceCustomer service
Skills:EmpathyCommunicationConflict 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
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