Looking for a promising career in customer service? Sutherland is offering a remote position for a Back Office Analyst, providing an excellent opportunity for individuals passionate about delivering exceptional customer experiences. This role allows you to work from the comfort of your home, offering flexibility and growth within a global leader in business services.

Sutherland: Work From Home

Discover a work-from-home opportunity with Sutherland as a Back Office Analyst in Chennai, India. Find out more about the job role, required qualifications, and how to apply.

Job Overview:

About Sutherland

Sutherland is recognized as a global leader in transforming the customer experience. An inclusive, dynamic workforce is maintained, and individuals are encouraged to grow professionally while working on diverse and exciting projects. Those interested in enhancing their career in customer service will find this opportunity to be an ideal fit.

Job Responsibilities:

In this role as Back Office Analyst, a range of customer service-related duties are expected to be carried out, including:

• Customer Support: Support will be provided through phone, email, or instant messaging, addressing customer inquiries related to FIS products and services.
• Problem Resolution: Customer problems will be diagnosed and resolved by identifying the root cause, with the necessary tools and resources utilized.
• Escalation: Issues that cannot be solved promptly will be escalated to the relevant Product Support department, with follow-ups conducted to ensure resolution.
• Documentation: All incoming support requests will be tracked, and customer information updated to ensure accuracy in records.
• Mentoring: Less experienced associates will be guided and mentored, sharing solutions to strengthen their skills.
• Performance: Standards related to quality, schedule adherence, and customer handling time are expected to be met.

Required Qualifications:

The following qualifications are required for consideration:

• Educational Requirement: A completed 10+2, Degree, or 3-Year Diploma is necessary.
• Skills: Strong communication, problem-solving abilities, and the capability to manage multiple inquiries efficiently are required.

Important Links:

OFFICIAL NOTIFICATION & APPLY LINK

How to Apply:

Interested candidates are invited to apply by following these steps:

1. Click on the provided “Apply” link on the official careers page.
2. Complete the application form and submit the necessary documents, including your resume.
3. If shortlisted, further communication regarding the interview process will be provided.

Advanced Resume Keywords and Interview Tips for Back Office Analyst Role

Resume Keywords for Back Office Analyst Role:

To make your resume stand out for a back office analyst position, use more specific and impactful keywords that reflect advanced competencies. Here’s where and how to insert them:

1. Customer Relationship Management (CRM)

• Use in: Skills Section, Work Experience
• Example: “Utilized advanced Customer Relationship Management (CRM) tools to log and resolve inquiries efficiently.”

2. Root Cause Analysis

• Use in: Work Experience, Skills Section
• Example: “Performed root cause analysis to identify underlying issues and deliver effective customer solutions.”

3. Multi-channel Support

• Use in: Work Experience, Skills Section
• Example: “Managed multi-channel support for customers, including phone, email, and instant messaging platforms.”

4. Process Optimization

• Use in: Work Experience
• Example: “Contributed to process optimization by identifying repetitive issues and recommending improvements.”

5. Performance Metrics Monitoring

• Use in: Work Experience, Achievements
• Example: “Consistently met and exceeded performance metrics for response time, issue resolution, and customer satisfaction.”

6. Workflow Management

• Use in: Work Experience
• Example: “Streamlined workflow management to handle high volumes of customer inquiries effectively.”

7. Service Level Agreements (SLA)

• Use in: Work Experience
• Example: “Ensured adherence to Service Level Agreements (SLA), improving customer response and resolution times.”

8. Cross-functional Collaboration

• Use in: Work Experience, Skills Section
• Example: “Collaborated with cross-functional teams to resolve complex escalations and enhance product knowledge.”

9. Data Entry and Accuracy

• Use in: Work Experience, Skills Section
• Example: “Maintained precise data entry practices, ensuring accuracy in customer records and follow-up actions.”

Interview Tips for the Back Office Analyst Role:

1. Demonstrate strategic problem-solving:
   Discuss situations where you not only resolved customer issues but also took proactive measures to prevent future occurrences. Highlight your ability to analyze data and trends to improve service processes.
2. Showcase Experience with Performance Metrics:
   Prepare to explain how you’ve consistently met or exceeded key performance indicators (KPIs) such as first-call resolution, average handle time, and customer satisfaction. Providing measurable results will set you apart.
3. Discuss Process Improvement Contributions:
   Be ready to talk about any initiatives you’ve undertaken to streamline processes or introduce new systems that enhanced productivity or customer satisfaction. Highlight how these efforts benefited the team and company.
4. Illustrate Ability to Manage High-Volume Work:
   Customer service roles can be fast-paced, so share examples of how you managed high-volume inquiries while maintaining quality and meeting deadlines. Showcase your organizational skills and ability to multitask under pressure.
5. Emphasize cross-functional collaboration:
   If you’ve worked closely with product teams, tech support, or other departments to solve escalated issues, mention this. Demonstrating your collaborative skills shows you can work seamlessly with different teams to deliver results.
6. Prepare for scenario-based questions:
   Expect to be asked about hypothetical situations. For instance, you may be asked how you would handle a challenging customer complaint or resolve a technical issue. Practice structuring your answers using the STAR method (Situation, Task, Action, Result).
7. Highlight Experience with Remote Work Technology:
   Since this is a work-from-home role, emphasize your proficiency with virtual communication tools (such as Zoom, Microsoft Teams, etc.) and how you manage productivity and collaboration remotely.

By using these advanced keywords and preparing for strategic questions, you’ll ensure your resume is more tailored and your interview performance reflects a higher level of professionalism and experience.

Frequently Asked Questions (FAQs):

Q: Is experience required for this role?
A: Although prior experience is not mandatory, strong communication and problem-solving skills are essential.

Q: What is the salary range for this position?
A competitive salary will be offered, determined by the candidate’s qualifications and experience.

Q: Is this a remote position?
A: Yes, this is a permanent work-from-home position, providing flexibility and convenience.

Q: How is training provided?
A: Comprehensive training will be offered to ensure proficiency in handling customer inquiries and problem resolution.

Q: Are there opportunities for career growth?
A: Sutherland provides significant opportunities for internal advancement and career development.

Disclaimer:

This post is intended for informational purposes only, with all details sourced from official company websites. Please note that Sutherland does not charge any fees during the application process.

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