The role of a Customer Support Associate at Sutherland is one of the best opportunities for freshers and early professionals who want to enter the customer service and digital support industry. With Sutherland being a global leader in AI, automation, cloud engineering, and advanced analytics, this job gives you exposure to modern technology-driven operations and professional communication. This article explains the full job description, responsibilities, required skills, benefits, qualifications, a summary table, and SEO keywords.

1. Company Overview: About Sutherland

Sutherland is a global digital transformation company working with top brands across the world. It specializes in artificial intelligence, automation, cloud engineering, and advanced analytics. The company focuses on transforming customer experience and improving business operations through powerful technology and expert human support.

With over 200 unique inventions and multiple patents in AI and emerging technologies, Sutherland plays a major role in shaping the future of digital customer service. Their solutions are designed to optimize critical operations, improve customer satisfaction, and create long-term value for enterprises.

Sutherland combines AI with human expertise, creating what they call “digital chemistry.” This approach helps companies achieve new possibilities and transform how they engage with customers.

2. Job Details

Job Title: Customer Support Associate
Contract Type: Brick and Mortar
Location: Mumbai, Maharashtra
Date Published: 17 November 2025
Job ID: REF32817S

This is a customer-facing role that requires interacting with Business-to-Business (B2B) customers through calls, emails, and chat support. It is ideal for candidates with good communication skills and a service-oriented approach.

3. Job Responsibilities

As a Customer Support Associate at Sutherland, your responsibilities include:

a. Primary Contact for B2B Customers

You will handle customer queries through calls, emails, and chat. This includes resolving issues, guiding customers, and providing accurate information.

b. Maintain Service-Level Agreements (SLAs)

You must respond to customers within the promised timelines and deliver professional, error-free support.

c. Full Ownership of Customer Interactions

Each customer issue must be handled with responsibility and proactive problem-solving, ensuring the customer feels supported and valued.

d. Handle Sensitive Situations with Positivity

You should deal with complex or emotional customer concerns with empathy and a calm tone, always representing the brand positively.

e. Maintain Customer Records

Accurate documentation of each interaction is essential. You must update the internal systems with notes, issue details, and resolutions.

f. Meet Performance Metrics

You will be evaluated on quality, productivity, attendance, customer satisfaction, and first-contact resolution.

g. Suggest Process Improvements

You may identify recurring issues or gaps and report them to your team for continuous improvement.

4. Required Qualifications

To be eligible for this role, you should have:

• Good verbal and written communication in English
• Strong customer service mindset
• Ability to write professional emails
• Skills in time management and independent working
• Basic knowledge of Windows operating systems
• Understanding of voice, chat, and email communication
• High school diploma or above
• 0–2 years of experience (freshers can apply)

This makes the role highly suitable for fresh graduates or candidates looking for their first corporate job.

5. Key Skills You Will Gain

Working as a Customer Support Associate at Sutherland helps you develop essential professional skills:

• Customer service and relationship handling
• Business communication
• Time management and multi-tasking
• Problem-solving
• Email writing and chat handling
• System documentation
• Understanding of digital support tools
• Ability to work in high-performance environments

These skills are helpful for future roles in customer success, operations, support leadership, and process management.

6. Why This Job Is a Good Opportunity

This position gives you exposure to global clients, technology-driven support systems, and professional communication. It also serves as a pathway to future roles within Sutherland, including senior associate, team leader, quality analyst, and trainer positions.

Since the company works with top brands worldwide, employees get to experience international business standards and a modern, structured work environment.

7. Safety Disclaimer

Sutherland clearly states that it never asks for payment or favors for jobs. Candidates should avoid fraudulent recruiters and report suspicious messages to TAHelpdesk@Sutherlandglobal.com.

8. Job Summary Table

Category	Details
Job Title	Customer Support Associate
Company	Sutherland
Contract Type	Brick and Mortar
Location	Mumbai, Maharashtra
Job Type	Customer Support (B2B)
Channels	Calls, Emails, Chat
Experience Required	0–2 years (Freshers eligible)
Key Skills	Communication, Empathy, Email etiquette, Problem-solving
Performance Metrics	Quality, productivity, attendance, FCR
Date Published	17 November 2025
Job ID	REF32817S

Conclusion

The Customer Support Associate role at Sutherland is an excellent opportunity for freshers and early-career professionals who want to build a strong foundation in customer service, communication, and digital support. With exposure to global clients, modern technologies, and structured training, this job helps you grow professionally while developing essential workplace skills. Sutherland’s focus on innovation and human–AI collaboration makes it a stable and future-ready organization to start your career with. If you’re looking for a role that combines learning, growth, and real customer impact, this position is a valuable step forward.