Sutherland: Retail Customer Care Associate — Mandeville, Manchester Parish, Jamaica, //12, 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 Retail Customer Care Associate in Mandeville, Manchester Parish, Jamaica, //12, Jamaica, under reference REF45351Z. 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

• Large e-Commerce Furniture Marketplace seeking c andidate that will act as a liaison, provide services information, answer questions, and resolve any emerging problems that our clients' accounts might face with accuracy and efficiency
• Candidate should be genuinely excited to help clients
• You must be patient, empathetic, and passionately communicative
• The target is to ensure service standards, respond efficiently to clients inquiries and maintain high customer satisfaction
• These customers are based in North America
• Identify and assess clients’ needs to achieve satisfaction
• Building: sustainable relationships and trust with customer accounts through open and interactive communication
• Delivery: accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage clients
• What Does Service Representative Do?
• Demonstrate Reliability: Attendance and commitment to being present and on time for your full shift each day is crucial
• This helps ensure we're ready and available to help our customers when they need us most

Essential requirements and candidate background

• A minimum of 4 CXC/GCE subjects inclusive of English Language and a numeric subject, or a U.S. high school diploma or GED
• 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
• Good Typing Skills – Minimum 35 wpm with minimum 80% accuracy
• High level of integrity
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required
• 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 conversing while navigating our systems the use of several applications simultaneously; 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: Mandeville, Manchester Parish, Jamaica, //12, Jamaica

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Retail Customer Care Associate vacancy is not an offer for reference REF45351Z; 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 REF45351Z.

Compare your qualifications and experience with the essential conditions for the Mandeville, Manchester Parish, Jamaica, //12, 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
• sales
• customer support
• sustainability
• communication
• problem resolution