About Sutherland:

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

What Are We Looking For:

Our client is a global leader in hospitality with over 100 years of experience, 19 brands, and more than 7,000 hotels across 123 countries. They offer business and leisure travelers the finest accommodation, service, amenities, and value, along with an award-winning guest loyalty program with over 145 million members. As representatives of this global leader in hospitality, our mission is to inspire people to travel to the best destinations and our beautiful properties, providing a reliable and friendly service that sets us apart from other providers.

The primary objective of this role is to provide first- class customer service by responding to incoming inquiries via the communication channels of the project.

Duties and Responsibilities:

• Provide professional and competent customer service;
• Communicate clearly and concisely with both external customers and coworkers.
• Document customer account activities thoroughly and concisely;
• Provide quality service corresponding to the set quality targets to guarantee high customer satisfaction;
• Be flexible in handling customer inquiries, offer services/products that meets the current customer interest;
• To upsell the client portfolio;
• To know the specifics of the work processes related to the accounts, customer retention policies, troubleshooting scenarios and other products and processes related to the customer’s subscription, to be aware in details in all work-related systems, the knowledge base and escalation process
• Empathize with and prioritize customer needs, respecting every customer;
• Identify customers’ needs, clarify information, research every issue and provide solutions;
• Work as part of a team in a constantly learning environment sharing knowledge;
• Complete all given tasks within the time specified;
• Execute other lawful tasks assigned by the management related to his/her work and matching his/her qualification;
• Adhere to the non-disclosure agreement;
• Adhere to the health and safety policies and fire-safety regulations;
• Mark attendance accurately in the attendance tool every day, following the procedures;
• Strictly adhere to work the hours of the shift assigned as well as all break timings;
• Adhere to the rules and regulations, the policies of Sutherland and the Client.

Job qualifications:

• Ability to have a flexible schedule to workdays, nights, weekends and Special Events;
• High school or university degree;
• Strong in French skills (comprehension, written and spoken);
• Strong skills in English language;
• Ability to clearly understand and comprehend information captured in client's emails;
• Customer Service experience, as well as customer retention and technical support;
• Understands the basic technical terminology (operating systems, browsers, routers, modems, etc);
• Experience with Salesforce or other help desk ticketing platforms is preferred;
• Experience using MS Office;
• Problem-solving and critical thinker who can easily navigate systems, multi-task, diagnose problems, and provide friendly and efficient resolution;

What You'll Get:

• Long-term job security with a permanent contract.
• Additional health insurance and life insurance.
• 21 days of paid annual leave.
• 1.5 hours of paid breaks per day.
• Food vouchers.
• Clear career path within the company.