Sutherland is a global leader in digital transformation, automation, and advanced analytics, serving iconic brands worldwide. With a portfolio of over 200 patented inventions across AI, cloud engineering, and business process excellence, the company empowers clients to innovate and thrive in a rapidly evolving digital landscape. Sutherland’s culture is built on collaboration, continuous learning, and a customer‑centric mindset, ensuring that every employee can contribute to meaningful, high‑impact projects. The Associate / Sr. Associate – Referral role is a permanent, work‑at‑home position based in Bengaluru. As a customer experience consultant, you will be the first point of contact for users across multiple channels—calls, email, chat, and social media. Your primary mission is to resolve inquiries, address concerns, and deliver a seamless experience that aligns with the company’s high standards for customer satisfaction and productivity. You will be expected to meet or exceed SLA targets, maintain a 100% schedule adherence record, and actively participate in upskilling initiatives. Key responsibilities include: 1. Responding to customer queries via email, chat, and social media in a timely and professional manner. 2. Resolving issues using the appropriate knowledge base and escalation procedures. 3. Maintaining accurate and detailed records of interactions in the CRM system. 4. Achieving monthly KPIs related to customer satisfaction, first‑contact resolution, and productivity. 5. Adhering to data security and non‑disclosure policies. 6. Completing mandatory e‑courses and upskilling modules. 7. Attending coaching sessions and implementing feedback. 8. Ensuring 100% attendance and punctuality. 9. Collaborating with cross‑functional teams to improve processes. 10. Contributing to a positive, inclusive work environment. While the role does not require a specific technical stack, familiarity with CRM tools, knowledge bases, and basic data entry skills are essential. The position offers a clear growth trajectory: from Associate to Senior Associate, then to Team Lead or Manager, with opportunities to specialize in advanced analytics or AI‑driven customer support. Why join Sutherland? The company offers competitive compensation, a supportive learning culture, and the chance to work with cutting‑edge technologies that shape the future of customer experience. Employees enjoy flexible working arrangements, a focus on work‑life balance, and a global network that encourages professional development and career mobility. Overall, this role is ideal for recent graduates who are passionate about customer service, eager to learn, and ready to thrive in a dynamic, technology‑driven environment.