International Voice & Non-Voice Process Executive Jobs
Exciting Career Opportunities at Sutherland!
We’re thrilled to announce openings for International Voice & Non-Voice Roles for both freshers and experienced professionals!
What You’ll Do: In a non-voice role, you’ll support clients from across the globe, including the U.S., Dubai, and more, by providing top-notch product, service, or technical support. Your mission? Help customers resolve their queries with ease and efficiency.
Who We’re Looking For:
- Fluent English Speakers: Exceptional communication skills are a must.
- Local Talent: Candidates residing within a 25 km radius of our office.
- Experience: At least 8 months in voice, email, chat, or SMS for non-voice roles.
- Education: Open to both undergraduates and graduates.
- Availability: Ready for 24/7 shifts with rotational weekly offs (5-day workweek).
- Immediate Joiners: We need candidates who can start right away and work from our office (no work-from-home).
- Ineligible: Out-of-station candidates or those pursuing education cannot apply.
Hiring Process:
- HR Interview
- Skill Assessment
- Operations Round Note: Interviews are strictly in-person, no virtual options available.
Perks of Joining Us:
- Enhance your emotional intelligence and problem-solving skills.
- Master your product or service knowledge.
- Build versatile, transferable skills.
- Educate customers without the pressure of sales.
- Work on exciting side projects.
- Two-way cab facility for night shifts (within 25 km of the office).
Important Notes:
- No Work-from-Home: This is an office-based role.
- Immediate Joiners Only: We’re looking for candidates ready to hit the ground running.
- No Fees: Sutherland never asks for payments or favors for job opportunities.
Ready to Apply?
Only those with stellar English communication skills need apply! Contact Hajera (HR) at 7416270242 to take the next step.
Join Sutherland and kickstart a rewarding career today! 🚀
Clearing interviews for non-voice and voice processes at a company like Sutherland requires a mix of preparation, confidence, and showcasing relevant skills. Since the job posting emphasizes excellent English communication and immediate joiners for both voice and non-voice roles, here are unique tips tailored to help you stand out in the HR, Assessment, and Operations rounds for each process:
Tips for Non-Voice Process Interviews
Non-voice roles typically involve handling emails, chats, or SMS to resolve customer queries, requiring strong written communication, typing speed, and problem-solving skills. Here’s how to ace the interview:
- Master Written Communication Scenarios
- Why It’s Unique: Non-voice roles heavily rely on clear, concise, and professional written responses.
- How to Prepare: Practice drafting professional emails or chat responses for common customer scenarios (e.g., troubleshooting a product issue or addressing a billing query). Use tools like Grammarly to polish your grammar and tone.
- Example: If asked to write a sample email during the assessment, structure it with a polite greeting, a clear explanation, and a proactive solution (e.g., “Dear [Customer], I understand your concern about [issue]. Here’s how we can resolve it…”). Keep it concise yet empathetic.
- Showcase Typing Speed and Accuracy
- Why It’s Unique: Non-voice roles often require fast typing to handle high chat or email volumes.
- How to Prepare: Use online tools like TypingTest.com to improve your typing speed (aim for 40+ WPM with 95% accuracy). During the assessment, expect a typing test. Practice under timed conditions to simulate the interview environment.
- Pro Tip: Mention any experience with CRM tools or ticketing systems (e.g., Zendesk, Salesforce) to show familiarity with non-voice workflows.
- Demonstrate Multitasking Abilities
- Why It’s Unique: Non-voice agents often juggle multiple chats or emails simultaneously.
- How to Prepare: Practice handling mock scenarios where you respond to two customer queries at once (e.g., one via email, another via chat). Highlight your ability to prioritize and stay organized during the interview.
- Example Answer: “In my previous role, I managed multiple customer chats by categorizing issues based on urgency, ensuring timely resolutions without compromising quality.”
- Prepare for Scenario-Based Problem-Solving
- Why It’s Unique: Non-voice assessments often include case studies or mock tickets to test your ability to resolve issues logically.
- How to Prepare: Review common customer issues in industries like tech support or e-commerce (e.g., refund requests, order tracking). Practice breaking down problems into steps: identify the issue, propose a solution, and follow up.
- Pro Tip: Use the STAR method (Situation, Task, Action, Result) to structure responses in the Operations round when discussing past experiences.
- Highlight Emotional Intelligence in Writing
- Why It’s Unique: Non-voice roles require empathy in written communication to de-escalate upset customers.
- How to Prepare: Practice writing responses that balance professionalism with warmth. For example, for an irate customer, acknowledge their frustration before offering a solution: “I’m sorry for the inconvenience caused; let’s get this sorted for you.”
- Interview Tip: If given a sample task, avoid robotic responses—show you can connect with customers while staying professional.
Tips for Voice Process Interviews
Voice process roles involve direct phone interactions with customers, requiring excellent verbal communication, confidence, and quick thinking. Here’s how to shine:
- Perfect Your Voice Modulation and Clarity
- Why It’s Unique: Voice roles demand clear pronunciation, a friendly tone, and adaptability to different customer moods.
- How to Prepare: Record yourself answering mock customer queries and listen for clarity, pace, and tone. Practice speaking at a moderate pace (around 120-140 words per minute) to sound confident yet approachable.
- Pro Tip: During the Operations round, smile while speaking—it naturally makes your tone warmer and more engaging.
- Ace Accent Neutralization
- Why It’s Unique: Since the role involves international clients (e.g., U.S., Dubai), a neutral accent is often preferred.
- How to Prepare: Watch English shows or YouTube videos from the target regions (e.g., U.S. customer service calls) to mimic neutral pronunciation. Practice phrases like “How may I assist you today?” or “I’ll look into that for you” to sound natural.
- Interview Tip: If asked to read a script or role-play, focus on clear enunciation and avoid regional slang.
- Handle Role-Play Scenarios with Confidence
- Why It’s Unique: Voice process interviews often include role-plays where you act as an agent handling a customer call.
- How to Prepare: Practice common scenarios like calming an upset customer, explaining a technical issue, or upselling a service. Use the “Acknowledge, Resolve, Assure” framework: acknowledge the customer’s issue, provide a solution, and assure them of a positive outcome.
- Example: For an angry customer, say, “I completely understand your frustration, sir/madam. Let’s resolve this by [solution]. I’ll ensure it’s handled promptly.”
- Showcase Active Listening Skills
- Why It’s Unique: Voice agents must listen carefully to understand customer needs and avoid miscommunication.
- How to Prepare: Practice active listening by summarizing what someone says before responding (e.g., in mock interviews with a friend). During the interview, if given a customer query, restate the issue briefly to show you’ve understood: “So, you’re facing an issue with [problem], correct?”
- Pro Tip: Avoid interrupting during role-plays, even if you know the solution—let the interviewer finish.
- Prepare for Stressful Scenarios
- Why It’s Unique: Voice roles often involve handling irate or demanding customers, and interviewers may test your composure.
- How to Prepare: Practice staying calm in mock scenarios where the “customer” is aggressive or impatient. Use phrases like “I’m here to help” or “Let’s find a solution together” to de-escalate.
- Interview Tip: In the Operations round, share a story of a time you stayed calm under pressure (using the STAR method) to demonstrate resilience.
General Tips for Both Processes
- Research Sutherland’s Culture and Clients
- Why It’s Unique: Showing knowledge of Sutherland’s global client base (e.g., tech, retail, or telecom sectors) makes you stand out as a prepared candidate.
- How to Prepare: Visit Sutherland’s website to understand their services and industries. Mention how your skills align with their focus on customer experience during the HR round.
- Example Answer: “I’m excited about Sutherland’s work with global tech clients, as my experience in [skill] aligns with delivering exceptional customer support.”
- Dress Professionally for In-Person Interviews
- Why It’s Unique: Since the posting specifies no virtual interviews, your appearance matters.
- How to Prepare: Wear formal or business casual attire (e.g., a collared shirt, neat trousers, or a professional dress). Ensure you’re well-groomed to make a strong first impression.
- Emphasize Immediate Availability
- Why It’s Unique: The posting stresses immediate joiners, so flexibility is key.
- How to Prepare: Be ready to confirm your availability in the HR round. If you have a notice period, clarify how soon you can join (e.g., “I’m available to start within a week”). Avoid mentioning constraints that could delay your start.
- Prepare Questions for the Interviewer
- Why It’s Unique: Asking insightful questions shows enthusiasm and engagement.
- Examples:
- “What are the key performance metrics for this role?”
- “How does Sutherland support career growth for non-voice/voice agents?”
- “What tools or platforms will I be using in this role?”
- Pro Tip: Tailor questions to the role (e.g., for non-voice, ask about CRM tools; for voice, ask about call-handling systems).
- Practice for the Assessment Round
- Why It’s Unique: The assessment may include aptitude tests, English proficiency (written/spoken), or technical knowledge.
- How to Prepare: Brush up on basic aptitude (logical reasoning, basic math) and English grammar/vocabulary. For voice roles, practice mock calls; for non-voice, practice writing emails or solving case studies. Use online platforms like IndiaBIX for aptitude prep.