Company Description Sutherland is an AI-driven business transformation partner that helps enterprises, including several Fortune 500 companies, design, run, and automate their operations at scale. The company integrates artificial intelligence, automation, cloud computing, product engineering, and advanced analytics to drive measurable business outcomes. By combining digital and product engineering with deep operational expertise, Sutherland builds production-grade AI solutions grounded in real enterprise environments. The organization focuses on improving efficiency, strengthening customer experiences, and delivering reliable, governed results that continuously improve over time. This end-to-end approach places Sutherland in a unique position to support clients in moving beyond AI pilots to scalable, long-term transformation.
Role Description This full-time, on-site Customer Service Associate (English) role is based in Cairo, Egypt. The associate will handle incoming customer inquiries via phone, email, and chat, providing clear, accurate information and resolving issues in a timely manner. Daily responsibilities include documenting interactions in the system, following established procedures, and escalating complex cases when necessary. The role involves maintaining a professional, friendly demeanor, ensuring high-quality customer experiences, and meeting performance targets related to response time, quality, and customer satisfaction. The associate will also collaborate with team members and supervisors to share feedback, improve processes, and support continuous service improvement.
Qualifications
* Strong customer-facing skills, including Customer Support and Customer Service capabilities.
* Ability to enhance Customer Satisfaction and deliver a positive Customer Experience.
* Professional Phone Etiquette and clear, fluent communication in English.
* Excellent listening skills, problem-solving abilities, and attention to detail.
* Comfort working with contact center tools, CRM systems, and basic computer applications.
* Ability to work on-site in Cairo, Egypt, and meet full-time scheduling requirements, including shifts if needed.
* Prior experience in customer service, call centers, or related fields is preferred but not mandatory.
* High school diploma or equivalent; further education in business, communications, or related areas is an advantage.
