Customer Service Associate

Customer Service Associate

• Company website link – https://www.sutherlandglobal.com/

• Company name – Sutherland

• Location – Kingston, Jamaica

• Postal Code – JMKN0001

• Region – Jamaica

• Company Office local Address – 12 Ocean Boulevard, Kingston, Jamaica

• Contact info – +1 876-555-1234

• email address – careers@sutherlandglobal.com

• Country – Jamaica

• Job Type – Full Time

• Job Average Salary rate – JMD 850,000 – 1,300,000 yearly

• Currency – Jamaican Dollar

Job description

Job Description

As a Customer Service Representative, you’ll bring your expertise to deliver exceptional service and solutions to customers of one of the largest retailers in the world through inbound calls and chat in a high-energy environment. You will get to work with leading technologies and systems while having a dedicated team of leaders and peers to support you.

This is the job for you if:
• You excel at handling customer inquiries of varying types (i.e. account information, order status, product information, etc.)
• You are an active listener and can leverage probing question skills
• You have a proven track record for hitting performance and sales targets
• You are able to make sound decisions with a strong sense of urgency
• You bring an enthusiastic personality

What we offer:
• Competitive hourly rate
• Paid training
• Advancement opportunities

Qualifications
• A minimum of 4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED.
• Must have a valid government issued ID, TRN and NIS card.
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays)
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
• Solve problems systematically, using sound business judgment, and following through on commitments to customers.
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Prior customer service experience preferred.
• Inspire confidence and positively influence the behaviour, actions, and thoughts of others.

Excerpt from the official job listing
See full job description from the company website.

Job Summary

The Customer Service Associate provides exceptional support to clients, handling inquiries, resolving issues, and ensuring a positive customer experience. This role emphasizes communication, problem-solving, and responsiveness while maintaining company standards and client satisfaction.

About Us

Sutherland is a global business process and technology management company delivering innovative solutions for clients worldwide. We focus on customer experience, digital transformation, and operational efficiency. Our team combines expertise with advanced tools to support businesses across diverse industries. We value integrity, collaboration, and delivering consistent results that enhance client success.

Culture and Work Environment

We foster a professional and inclusive environment where teamwork, respect, and accountability guide daily operations. Employees are encouraged to share ideas, develop skills, and participate in initiatives that promote growth and innovation while maintaining high-quality client service standards.

Why Work With Us

Sutherland offers opportunities to engage with global clients and develop specialized customer service expertise. Employees benefit from professional development, career advancement paths, and a supportive workplace that values contributions, encourages learning, and rewards performance excellence.

Key Responsibilities

• Handle client inquiries via phone, email, or chat

• Resolve customer issues promptly and professionally

• Maintain accurate client records and documentation

• Escalate complex issues to appropriate teams

• Ensure adherence to company policies and quality standards

Key Qualifications

• High school diploma or equivalent; college degree preferred

• Strong communication and interpersonal skills

• Ability to manage multiple tasks under pressure

• Proficiency with Microsoft Office and CRM systems

• Previous customer service experience preferred

Benefits & Perks

• Competitive salary and incentives

• Comprehensive health benefits

• Career development and training programs

• Recognition programs for outstanding performance

• Supportive and collaborative work culture

Location Insights

Kingston is Jamaica’s commercial center, offering vibrant business activity, accessible transportation, and diverse cultural experiences. Employees benefit from easy access to professional networks and community resources.

Common 5 Interview Questions and Tips

1. How do you handle a difficult customer? – Provide a real-life example.

2. Describe your experience in resolving client issues. – Highlight problem-solving skills.

3. How do you manage multiple inquiries simultaneously? – Show organization ability.

4. What strategies do you use to ensure client satisfaction? – Emphasize proactive solutions.

5. How do you maintain professionalism under pressure? – Demonstrate calm and effective responses.

Tip: Prepare examples showing your communication, problem-solving, and conflict-resolution skills.

Market-Based Salary Overview and Analysis

Customer service roles in Kingston generally offer JMD 800,000 – 1.4M annually. Sutherland provides competitive compensation aligned with industry standards and additional performance-based incentives.

Disclaimer

We aggregate publicly available job listings and link to the original source. We are not the hiring company and do not manage the recruitment process. Please apply only through the official careers website above.
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Sutherland hiring: Kingston-based Customer Service Associate role offers full-time employment with competitive pay, professional development, and a collaborative environment supporting global client interactions.