International Non-Voice Process- Customer Support

Sutherland Global Services is a leading digital transformation and business process outsourcing (BPO) firm with a presence in over 20 countries. With more than 35 years of experience, Sutherland helps global brands deliver exceptional customer experiences by blending human‑centered design with AI, analytics and automation. The company’s culture emphasizes continuous learning, diversity, and a collaborative environment where employees are encouraged to innovate and grow.

Sutherland’s Hyderabad campus, located in the Lanco Hills area, serves as a hub for international non‑voice operations, handling chat‑based support for customers across the globe.

The International Non‑Voice Process – Customer Support role is designed for fresh graduates and candidates with up to one year of BPO experience. As a Customer Support Executive, you will be the first point of contact for customers reaching out via chat, resolving queries, providing accurate information, and ensuring a seamless experience. The position offers a hybrid work model with rotational night shifts, two days off each week, and two‑way cab facilities within a 25 km radius.

This role is an excellent entry point for individuals looking to build a career in international customer service and gain exposure to global standards.

Key Responsibilities

• Respond to customer queries through chat and provide timely, accurate resolutions.
• Understand the issue, follow standard operating procedures, and document interactions.
• Communicate professionally in English, maintaining a courteous tone.
• Meet quality, productivity, and adherence metrics set by the team.
• Escalate complex issues to senior support or specialized teams as per guidelines.
• Maintain up‑to‑date knowledge of products, services, and process changes.
• Contribute to team knowledge base by sharing best practices.
• Participate in regular training sessions and performance reviews.
• Adhere to company policies, data security standards, and confidentiality agreements.
• Collaborate with peers and supervisors to improve service delivery.

Tech Stack & Tools: Chat platforms (e.g., LiveChat, Zendesk), CRM systems, ticketing tools, Microsoft Office Suite, and basic analytics dashboards. No programming knowledge is required, but familiarity with digital communication tools is advantageous.

Growth Path: Starting as a Customer Support Executive, high performers can progress to Senior Executive, Team Lead, Operations Manager, or specialize in quality assurance and training. Sutherland invests heavily in learning and development, offering certifications, internal mobility, and exposure to international projects.

Why Join Sutherland via Naukri.com? You will work with a globally recognized brand, gain experience handling diverse customer profiles, and benefit from structured career pathways. The role provides a stable income, night‑shift allowances, transportation, and a supportive environment that values employee well‑being and professional growth.