Company Description

Sutherland is seeking enthusiastic and people-oriented professionals to join our dynamic team as Customer Support Consultants. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

Email Advisor is responsible for delivering outstanding customer experience via email to Spotify users by using the Advisor Principles to resolve any issue, inquiries or concerns, reaching to monthly goals of Customer Satisfaction & Productivity. A creative and enthusiastic TOV might be used on every single interaction with customers while keeping the program QA guidelines.
Chat-Messaging Advisor is responsible for delivering outstanding customer experience via chat to Spotify users by using the Adviser Principles to resolve any issue, inquiries or concerns, reaching to monthly goals of Customer Satisfaction, Resolution Rate & Productivity. A creative and enthusiastic TOV might be used on every single interaction with customers while keeping the program QA guidelines.
The Social Media advisor is responsible for supporting Spotify customers that contact via Social Media channel, such as but not limited to Facebook and Twitter. We are in charge of responding to direct, public or private messages from Social Media platforms.
Making sure all of their questions have been answered in a timely manner, English and Portuguese customers. We are also responsible for providing feedback and insights about customer needs and processes that can be improved to achieve better customer satisfaction, based on the Spotify Advisors Principles. Advisors can apply to Social Media after being minimum 3 months in the operation
Responsible of ensuring 100% schedule adherence and no absenteeism to contribute to reduce program shrinkage
Responsible of resolving requests/inquiries made by customers via email
Responsible of Adhering to contact center statistics and SLAs (contractual metrics)
Responsible of Adhering to the non-disclosure agreement
Responsible of Acting as an interface between the end user and the management team to report any current trend that might impact CSAT or BAU tasks
Responsible of working with peers and the Spotify management team to ensure alignment within the Contact Center's overall positive and professional atmosphere
Responsible of performing additional tasks assigned related to his/her work and matching his/her qualification
Responsible of completing e-courses to make sure we’re providing updated information
Responsible of attending to coaching sessions to make sure feedback is being received and applied

Qualifications

HSC, Grad and Post Graduates

Additional Information

Excellent in written and verbal communication