Company Description:
Who we are
Sutherland is a global leader in digital transformation and world-class customer service. We are the driving force behind today's experiential giants – the companies best known for the transformative experiences they deliver, operating in a variety of industries, from technology & travel to telecommunications, banking and more.
What we are looking for
Subject Matter Expert
Еnsure provision of customer support services through various channels of communication, including phone, email, and other media to the end customers of the Client by providing support and mentoring to consultants and assistance to the Team manager; performing regular quality audits and act as first point of contact for the agents and the Client.
- We’re a round-the-clock operation, so you’re cool with flexible shifts—including evenings, weekends, or holidays—because great service never sleeps.
- This role is 100% on-site—you’ll be working from the office in Varna, collaborating face-to-face with the team, and soaking in the energy (and coffee ☕️) of our shared workspace.
Job Description:
Responsibilities
- Act as the go-to expert on all things related to the project— features, policies and compliance.
- Monitor customer interactions to ensure quality, accuracy, and adherence to tone, process, and regulatory standards
- Identify gaps in workflows and collaborate with operations, QA, and training teams to streamline support processes and enhance CX
- Handle advanced or escalated cases that require deep product knowledge or special handling
- Work closely with product managers, compliance teams, and IT to relay feedback from customers and push for feature fixes or improvements
- Provide targeted coaching and side-by-side support to agents to improve accuracy and customer interaction quality
- Provide any information that a consultant requires to do their job well
- Help the Team managers monitor the email/chat/voice queues
- Assist new hires with product and process questions'
Qualifications:
- Excellent knowledge of Portuguese language (C1/C2)
- English language proficiency (B2)
- Minimum 12 months previous experience as a customer support agent
- High school / University degree
- Strong customer service focus with ability to handle difficult situations with a calm professional manner
- Ability to show empathy and be persuasive
- Strong listening skills and good follow up skills
- Ability to multitask and to make quick decisions
- Excellent communication skills both written and verbal
- Precision, loyalty, organization
- Willingness to work in shifts, and public holidays is a must
Additional Information:
What we offer
- Additional health and life insurance coverage
- Domestic relocation to one of our offices's cities
- Generous annual leave
- Food vouchers and various discounts
- Transportation / Utilities allowance
- Competitive salary and clear career progression
- World-class on-the-job training
- Work in a cozy office
All your information will be kept confidential according to EEO guidelines.
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