Sutherland is a global leader in digital transformation and customer experience, delivering cutting‑edge solutions across AI, automation, cloud engineering, and advanced analytics. With a portfolio of over 200 patented inventions, the company partners with iconic brands worldwide to drive operational excellence and reinvent customer journeys. Sutherland’s culture is built on collaboration, continuous learning, and a commitment to delivering measurable results for clients. The Associate / Sr. Associate – Refferal role is a permanent work‑at‑home position based in Bengaluru, catering to customers via calls, email, chat, and social media. As a frontline consultant, you will be the first point of contact for users, resolving inquiries, troubleshooting issues, and ensuring a seamless experience. Your day will involve handling a high volume of customer interactions, meeting SLA targets, and maintaining data security and confidentiality. Key responsibilities include: 1. Responding to customer requests through email, chat, and social media. 2. Achieving contact center statistics and SLA compliance. 3. Adhering to non‑disclosure agreements and data security policies. 4. Completing mandatory upskilling and e‑courses. 5. Attending coaching sessions and implementing feedback. 6. Maintaining 100% schedule adherence with no absenteeism. 7. Contributing to program shrinkage reduction. 8. Collaborating with cross‑functional teams for process improvement. 9. Documenting customer interactions accurately in the CRM. 10. Escalating complex issues to higher tiers when necessary. Tech stack: The role utilizes CRM platforms such as Salesforce and Zendesk, communication tools like Microsoft Teams, and standard office software. Basic IT troubleshooting and data entry skills are essential. Growth path: Starting as an Associate, you can progress to Senior Associate, Team Lead, and eventually managerial roles such as Operations Manager or Business Analyst. Sutherland offers structured career ladders, continuous training, and exposure to global projects. Why join Sutherland? The company offers a supportive work‑from‑home environment, competitive compensation, and opportunities to work with leading technologies. Employees benefit from a culture of inclusion, professional development, and a clear pathway for advancement. The role provides a solid foundation in customer experience, communication, and problem‑solving—skills highly valued across industries.