Sutherland: Back Office Customer Care Associate — Kingston, St. Andrew Parish, Jamaica, //1, Jamaica

About Sutherland

Sutherland works in business and digital transformation, combining technology services with business-process expertise. Its employer descriptions identify artificial intelligence, automation, cloud engineering and advanced analytics as areas of activity. The company uses products, platforms and service delivery to improve business operations and customer experiences. Its stated approach brings human expertise together with AI, adapting technology and process changes to the needs of the organisation receiving the service rather than providing only a standalone software product.

The position and its setting

Sutherland lists Back Office Customer Care Associate in Kingston, St. Andrew Parish, Jamaica, //1, Jamaica, under reference REF47930L. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 20 October 2026
• Brands: Sutherland

Responsibilities and work described

• Consultants in this role get to: Be the point of contact:
• Proactively process, expedite and follow-up on orders in an accurate, timely and professional manner
• Manage, coordinate and integrate all Customer Care activities to ensure customer satisfaction
• Maintenance: and tenaciously defend existing accounts from competition and seek ways to grow each account’s business
• Recommend to management ideas that would lead to improvement in the Customer Care process
• Handle incoming calls and make outgoing calls as it relates to customers’ orders or inquires
• Escalate to the relevant managers immediately whenever there is a need
• Quality / delivery: customer account is reviewed and the appropriate actions are taken when placing an order due to the notation on customer’s account
• Process customer’s email request within the required SLA and ensure that emails are maintained at a professional level at all time

Essential requirements and candidate background

• A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED
• Port Secondary qualifictaions required for consideration
• Must have a valid (not expired) government issued ID, TRN and NIS card
• Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays)
• Must be able to train and / or work onsite
• Perform at a high level, to support our high volume of inbound calls
• Good systematic problem solving ability, using sound business judgment, and following through on commitments to customers
• The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs
• Attention to detail
• See through the eyes of the customer
• Verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required
• The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel
• Effectively organize, prioritize, multi-task and manage time
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required
• Type over 30 WPM with 80% accuracy
• Must be very tech savvy with abilities in handling troubleshooting techniques and resolving technical issues
• Inspire confidence and positively influence the behaviour, actions, and thoughts of others
• Must be able to pass a criminal background check and drug test as needed

Preferred experience and additional strengths

• Experience: customer service is an asset and preferred
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred

Location, schedule and contract conditions

For this overseas or regional listing, confirm work authorisation and any location restrictions with the employer. The location does not establish visa sponsorship or permission to work remotely from India.

• Work arrangement: On-site
• Advertised location: Kingston, St. Andrew Parish, Jamaica, //1, Jamaica

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Back Office Customer Care Associate vacancy is not an offer for reference REF47930L; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Sutherland

Applications follow the official employer page linked below.

Open the official Sutherland posting below and match the title and reference REF47930L.

Compare your qualifications and experience with the essential conditions for the Kingston, St. Andrew Parish, Jamaica, //1, Jamaica position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: Excel

Excel examples should identify the task, the data and the checks used to avoid an incorrect result. Explain whether you built a reporting workbook, reconciled records, automated a process or maintained an existing model.

Relevant skills

• Excel
• MS Office
• customer support
• communication
• problem resolution