Associate - Account Management

Founded in 1986 in the USA, Sutherland is a global company operating in the field of Business Process Outsourcing (BPO).

Sutherland Kosovo was opened in Prishtina in November 2017 and employs German-speaking staff who provide technical support and customer service.

We are currently looking for motivated German-speaking candidates who would like to work for one of the world’s leading online sales platforms.

\- Responsible for answering, resolving customer issues, and upselling through phone within a growing customer base

\- Identify and relate with various customer needs and scenarios

\- Provide customers resolution/consultation with cutting-edge solutions in a friendly, confident and knowledgeable manner

\- Remain updated in client and industry led processes, technology applications, utilities, and products

\- Utilize various client based tools and applications for customer management and servicing

\- Transfer customers to appropriate departments when required

\- Conduct data entry, documentation, and case management

\- Work and partner with others within a team-based environment

\- Achieve and maintain required metrics and goals

College Undergraduate

What can you expect from us?

• Very good earning opportunities
• Attractive benefits package (health insurance and additional transportation allowance)
• Recognition and incentive programs
• Intensive training based on leading global standards to ensure high-quality customer service
• Professional development opportunities

Work Experience

At least 1 year of BPO Work Experience or at least 6 months if from Web Hosting Company

At least 6 months experience in Sales (in BPO industry)

At least 6 months experience in Tech

Non-Voice Support Experience - Desirable. Expectations to be set in hiring that this is a voice program but can also be chat at any time, to meet the business needs

Experience in WAHA - An advantage because of the current work arrangement for the program.