Are you looking to begin or grow your career in customer service with a globally recognized digital transformation company? Sutherland, a leader in AI-powered services and business process excellence, is hiring Customer Support Associates for its Mumbai, Maharashtra (Brick & Mortar) location.
If you’re passionate about helping customers, solving problems, and working with world-class brands, this job opportunity is perfect for you.
About Sutherland
Sutherland is a global powerhouse in digital transformation, known for blending human expertise with advanced technologies such as Artificial Intelligence, Cloud Engineering, Automation, and Analytics. The company partners with iconic brands across various industries, serving as an innovation engine for businesses worldwide.
With over 200 patented inventions, Sutherland develops cutting-edge solutions that enhance customer experience, streamline operations, and deliver measurable business results. From AI-driven platforms to “as-a-service” digital solutions, Sutherland’s approach empowers businesses with speed, accuracy, and efficiency.
Sutherland’s motto is clear:
Unlocking digital performance. Delivering measurable results.
Customer Support Associate
Contract Type: Brick and Mortar
Location: Mumbai, Maharashtra
Date Published: 17 Nov 2025
Job ID: REF32817S
Role Overview
As a Customer Support Associate, you will serve as the primary contact for Sutherland’s Business-to-Business (B2B) clients across multiple communication channels such as calls, emails, and chat. Your responsibility is to ensure a smooth, professional, and high-quality customer experience by resolving queries with empathy and accuracy.
This is an excellent opportunity for freshers and early-career professionals eager to enter the customer service industry with a global leader.
Key Responsibilities
1. Handle B2B Customer Interactions
You will respond to customer queries through voice, email, and chat channels. Each interaction must meet Sutherland’s professional standards and align with customer expectations.
2. Maintain SLAs
Timeliness and accuracy are essential. You must ensure each response meets service-level agreements related to quality, speed, and resolution.
3. Own Customer Issues End-to-End
Take complete ownership of each case, troubleshoot effectively, and follow up until the query is resolved.
4. Provide Empathetic Support
Be patient, positive, and empathetic when dealing with sensitive or challenging customer concerns. Always represent the brand with professionalism.
5. Maintain Accurate Documentation
Every call and interaction must be logged with precision in internal systems to ensure seamless follow-ups and reporting.
6. Meet Performance Metrics
You are expected to maintain strong performance in:
- Quality
- Attendance
- Productivity
- First Contact Resolution (FCR)
7. Suggest Improvements
Your insights matter! Suggest process enhancements and report recurring issues through the proper internal channels.
Qualifications Required
This role is designed to welcome both freshers and candidates with up to 2 years of experience. The ideal candidate should have:
- ✔ Good spoken and written English communication skills
- ✔ Strong customer service mindset
- ✔ Ability to handle email communication professionally
- ✔ Basic knowledge of Windows OS
- ✔ Familiarity with voice, email & chat interactions
- ✔ High school diploma or above
- ✔ Ability to multitask and work independently
Why Join Sutherland?
Global Exposure
Work with globally recognized brands and gain experience in professional multi-channel communication.
Career Growth
Customer Support Associates at Sutherland often move into roles like Team Leader, Quality Analyst, Trainer, and Process Specialist.
Supportive Work Culture
Sutherland blends human touch with technology, ensuring that employees feel supported and valued.
Opportunity for Freshers
This role welcomes candidates with little to no experience—making it perfect if you’re starting your career.
Important Note
Sutherland has a strict no-payment policy.
The company never requests money or favors for job opportunities.
Report any suspicious activity to:
📧 TAHelpdesk@Sutherlandglobal.com
🔥Apply Now– Customer Support Associate Job in Mumbai
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How to Apply
Click on Apply Now on Sutherland’s official careers page and complete your profile. Make sure your resume highlights:
- Customer service skills
- Communication strengths
- Technical familiarity
- Empathy and multitasking ability
These traits significantly improve your chances of selection.
Final Thoughts
If you're looking for a job that offers stability, learning, and immense growth opportunities in the customer service domain, the Customer Support Associate role at Sutherland in Mumbai is an ideal fit. With a strong focus on blending technology and people, Sutherland gives you the perfect platform to start or elevate your career in customer support.