{"id":2966385,"url":"https://alion.io/job/sutherland-back-office-customer-care-associate","title":"Back Office Customer Care Associate","company":{"id":6648,"name":"Sutherland","domain":"sutherlandglobal.com","url":"https://alion.io/company/sutherland","size_band":"201-500","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":76,"open_postings":47,"ghost_share":0,"stale_share":0.957,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kingston, Jamaica"],"countries":["JM"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-20T16:25:48Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-29T19:02:28Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Sutherland is looking for a self-motivated, team-oriented and career-oriented person to join us as a Customer Support Associate. 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!\n Consultants in this role get to: Be the point of contact:\nProactively process, expedite and follow-up on orders in an accurate, timely and professional manner.\nManage, coordinate and integrate all Customer Care activities to ensure customer satisfaction;\nMaintain and tenaciously defend existing accounts from competition and seek ways to grow each account’s business;\nRecommend to management ideas that would lead to improvement in the Customer Care process\nHandle incoming calls and make outgoing calls as it relates to customers’ orders or inquires\nEscalate to the relevant managers immediately whenever there is a need\nEnsure customer account is reviewed and the appropriate actions are taken when placing an order due to the notation on customer’s account\nProcess customer’s email request within the required SLA and ensure that emails are maintained at a professional level at all time.\n · A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED. Port Secondary qualifictaions required for consideration.\nMust have a valid (not expired) government issued ID, TRN and NIS card.\nMust have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).\nMust be able to train and / or work onsite.\nDemonstrated ability to perform at a high level, to support our high volume of inbound calls.\nExperience in customer service is an asset and preferred.\nGood systematic problem solving ability , using sound business judgment, and following through on commitments to customers.\nThe ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.\nExcellent attention to detail.\nSee through the eyes of the customer.\nExcellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.\nThe ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.\nAbility to effectively organize, prioritize, multi-task and manage time.\nMulti-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.\nBasic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.\nAbility to type over 30 WPM with 80% accuracy.\nMust be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.\nInspire confidence and positively influence the behaviour, actions, and thoughts of others.\nMust be able to pass a criminal background check and drug test as needed.\nOur employees enjoy:\nCompetitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.\nAnnual merit increase based on performance.\nPaid Training whether onsite or in work at home.\nDiscounts for several corporate and retail partners for services and products once Sutherland ID is presented.\nExcellent training and supervisory support - to help you feel comfortable servicing our customers.\nCompetitive Salary with attractive and attainable PBI structure.\nPaid vacation and sick leave annually.\nExceptional Health and Life Insurance Plan\nLunch benefits and subsidy.\nOnsite lunch concessionaire at reduced rates.\nTransportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am\nFree On-site medical suite with nurse and medical doctor.\nDaily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.\nPaid referral program\nCareer development & growth opportunities for advancement.\nExcellent Reward and recognition programs.\nAs your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland. During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.","description_format":"text","description_chars":4714,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Growth opportunities","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-21T00:18:09Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.6,"p_room":0.9,"age_days":8,"expected_fill_days":22,"reasons":["conf:0","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/sutherland-back-office-customer-care-associate","json_url":"https://alion.io/job/sutherland-back-office-customer-care-associate.json","meta":{"generated_at":"2026-10-29T21:10:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31439,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6648},"rest":"https://alion.io/mcp/rest/get_company?id=6648"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsutherland-back-office-customer-care-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsutherland-back-office-customer-care-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsutherland-back-office-customer-care-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sutherland-back-office-customer-care-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsutherland-back-office-customer-care-associate"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2966385}},{"tool":"search_jobs","arguments":{"company":"sutherlandglobal.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2966385},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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