Retail Customer Service and Sales Associate

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!

The Inbound Sales Associate is responsible for engaging with potential and existing customers who initiate contact via phone (or other channels like chat/email). This role requires exceptional active listening, problem-solving, and consultative selling skills to understand customer needs, provide relevant solutions, and close sales. The successful candidate will be highly empathetic, service-oriented, and adept at converting inquiries into revenue within a fast-paced contact center environment.

Key Responsibilities:

• Answer incoming calls promptly and professionally from prospective and existing customers.
• Actively listen to customer inquiries, pain points, and need to fully understand their situation.
• Provide accurate and comprehensive information about products, services, pricing, and promotions.
• Identify sales opportunities based on customer needs and offer appropriate solutions.
• Educate customers on product features, benefits, and value propositions, tailored to their specific requirements.
• Overcome objections by addressing concerns and highlighting the value of our offerings.
• Confidently guide customers through the sales process from inquiry to purchase.
• Achieve and consistently exceed daily, weekly, and monthly sales targets and key performance indicators (KPIs).
• Upsell and cross-sell additional products or services when appropriate, without being overly pushy.
• Maintain accurate and detailed records of all customer interactions, sales activities, and relevant information in the CRM system.
• Collaborate with customer service, technical support, and other departments to ensure seamless customer experience and resolve complex issues.
• Stay up to date on all product knowledge, promotions, industry trends, and competitor offerings.
• Adhere to all company policies, procedures, and service/sales guidelines.

Required Skills & Competencies:

Core Sales Skills (Consultative Approach):

• Consultative Selling: Ability to ask probing questions, identify underlying needs, and offer tailored solutions rather than just pitching.
• Active Listening: Exceptional ability to pay full attention to what the customer is saying, understand their message, and ask clarifying questions.
• Problem Solving: Aptitude for quickly understanding customer issues and providing effective, relevant solutions that lead to sales.
• Needs Analysis: Skill in uncovering stated and unstated customer needs.
• Product/Service Knowledge: Ability to quickly learn and articulate complex product/service details, features, and benefits in a digestible manner.
• Value Proposition Articulation: Skill in clearly communicating the unique value and benefits of products/services to specific customer situations.
• Objection Handling: Proficient in empathizing with and addressing customer concerns, turning them into opportunities for clarification and sale.
• Closing Skills: Ability to confidently and effectively guide the conversation to a purchase decision, understanding appropriate closing techniques for inbound interactions.

Communication Skills:

• Verbal Communication: Clear, articulate, professional, and empathetic speaking voice. Ability to convey complex information simply.
• Rapport Building: Ability to establish trust and a positive, helpful connection quickly over the phone with customers initiating contact.
• Empathy & Patience: Deep understanding and consideration for customer emotions and needs, especially when they may be frustrated or confused.
• Customer Service Orientation: A genuine desire to help customers and provide a positive experience, which naturally leads to sales.

Contact Center Specific Skills:

• High-Volume Inbound Call Handling: Comfort and proficiency in managing a large volume of incoming calls efficiently while maintaining quality.
• Time Management & Efficiency: Efficiently manage call durations, handle immediate customer needs, and complete post-call administrative tasks.
• Multitasking: Ability to listen, speak, navigate multiple systems (CRM, knowledge base, order processing), and type simultaneously.
• Resilience & Stress Tolerance: Ability to remain calm and positive during challenging customer interactions or high-pressure situations.
• Adaptability: Ability to quickly understand diverse customer inquiries and adapt approach/solutions accordingly.

Technical & System Skills:

• CRM Software: Familiarity with CRM systems for logging interactions, managing customer profiles, and processing orders.
• Knowledge Base Navigation: Ability to quickly and accurately find information within a company knowledge base or internal resources.
• Order Processing Systems: Familiarity with systems used to process orders, payments, and manage customer accounts.
• Microsoft Office and Google Suite: Basic proficiency in Word, Excel, Sheets and Outlook.
• Telephony Systems: Familiarity with call center phone systems, call routing, and headset usage.

A minimum of 3-4 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.
• 1-3 years of proven sales experience, specifically in an inbound call center or customer-facing consultative sales role.
• Demonstrated track record of achieving and exceeding sales targets and customer satisfaction KPIs.
• Experience in the retail industry, (e.g., B2C, B2B).
• Experience handling complex customer inquiries and providing resolution.
• 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.
• See through the eyes of the customer.
• Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
• Ability to type over 30 WPM with 80% accuracy.
• Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
• Inspire confidence and positively influence the behaviour, actions, and thoughts of others.

Our employees enjoy:

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training whether onsite or in work at home.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with 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 6am
• 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.

As 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.