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Sutherland is seeking an enthusiastic, detail-oriented, and customer-focused Associate to join our dynamic team in Bogotá, Colombia as a Customer Service Consultant - Chat. We are a group of driven and hard-working individuals committed to delivering exceptional customer experiences through innovative support solutions. If you are confident you have the skills and enthusiasm to help us succeed while building a fulfilling career, we want to work with you!

• Serve as the primary point of contact for customers through live chat, managing multiple simultaneous conversations with professionalism and efficiency
• Deliver exceptional customer service by responding promptly and accurately to customer inquiries and concerns with empathy and transparency
• Provide basic troubleshooting and support for a variety of products and services while maintaining a customer-focused approach
• Demonstrate outstanding communication skills through clear, organized, and solution-oriented responses to diverse customer needs
• Utilize CRM applications and other tools to document interactions, track customer issues, and maintain detailed, organized records
• Answer inbound calls when needed and seamlessly transition between communication channels while maintaining service quality
• Analyze customer needs and provide decisive, solution-oriented responses that exceed expectations
• Collaborate with team members and supervisors to resolve complex issues, share best practices, and contribute to continuous improvement
• Maintain composure and resilience when handling challenging customer situations, remaining patient and supportive throughout interactions
• Meet performance goals and quality standards while actively seeking opportunities for professional growth and skill development

**Required Qualifications:**

• High School diploma or GED
• Excellent verbal and written communication skills with proficient reading comprehension
• Proven customer service experience and demonstrated commitment to customer satisfaction
• Strong multi-tasking abilities with the capacity to manage multiple simultaneous chat conversations
• Solid typing speed and accuracy for efficient chat-based communication
• Basic PC keyboarding skills and proficiency with Microsoft Office applications (Outlook, Word, Excel)
• Strong problem-solving skills and ability to think analytically
• Excellent organizational skills and meticulous attention to detail, particularly in written communication
• Ability to remain patient, composed, and resilient under pressure
• Collaborative mindset with a willingness to work effectively within a team environment
• Flexible approach to work and adaptability to changing priorities
• Active listening skills and ability to manage customer expectations effectively
• Time management skills and ability to work efficiently in a fast-paced environment
• Willingness to learn new systems, processes, and tools quickly

**Preferred Qualifications:**

• Experience with CRM applications or similar customer management systems
• Previous experience in a chat-based or digital customer support environment
• Familiarity with knowledge management systems or internal support documentation

All your information will be kept confidential according to EEO guidelines.