Mobile Telecommunications Support Associate

About the Position

We are looking for a Mobile Telecommunications Support Associate to join our team at One Sutherland. In this role, you will handle inbound and outbound customer calls relating to mobile phone products and services, ensuring a positive customer experience.

Responsibilities

• Handle inbound and outbound customer calls relating to mobile phone products and services
• Demonstrate empathy, patience, and active listening
• Resolve customer queries effectively, including troubleshooting mobile-related issues and providing solutions
• Accurately document call details and actions taken in the ticket notes for each interaction
• Escalate unresolved or complex issues through the appropriate channels in a timely manner
• Adhere to program guidelines, company policies, and compliance requirements at all times

Requirements

• Must be 18 years and older
• A minimum of 2-3 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED
• Must have a valid (not expired) government-issued ID, TRN, and NIS card
• Must be able to pass a criminal background check and drug test as needed
• Must have flexible availability to work any day and any assigned shift weekly (weekends and public holidays)
• Must be able to train and/or work onsite
• Demonstrated ability to perform at a high level, to support our high volume of inbound calls
• Experience in customer service is an asset and preferred
• Good systematic problem-solving ability, using sound business judgment, and following through on commitments to customers
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs
• Excellent attention to detail
• Excellent verbal and written communication skills; able to translate customer communication rapidly and effectively on live voice or chat interactions
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on the channel
• Ability to effectively organize, prioritize, multi-task, and manage time
• Multi-tasking skills, showcased through conversing while navigating our systems and using several applications simultaneously; experience working with CRM applications preferred
• Good typing skills – Minimum 35 wpm with minimum 80% accuracy
• High level of integrity
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required
• Must be very tech-savvy with strong abilities in handling troubleshooting techniques and resolving technical issues
• Inspire confidence and positively influence the behavior, actions, and thoughts of others

We Offer

• Competitive compensation packages inclusive of base pay, incentives, over-time, and shift differentials for certain shifts
• Annual merit increase based on performance
• Paid training
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented
• Excellent training and supervisory support
• Competitive salary with an attractive and attainable PBI structure
• Paid vacation and sick leave annually
• Exceptional health and life insurance plan
• Lunch benefits and subsidy
• Onsite lunch concessionaire at reduced rates
• Transportation/shuttle services – Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6 am
• Free on-site medical suite with nurse and medical doctor
• Daily refuel plan – Robust and dynamic schedule of activities to keep employees energized both at home and in the office
• Paid referral program
• Career development & growth opportunities for advancement
• Excellent reward and recognition programs

About the Company

We are One Sutherland - a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience, and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.