Your practice track for Customer Service Representative
at Sutherland Global Services

Philippine-specific tips for this role

• ▸ Maraming Pinoy ang nagsasabi agad ng 'Sorry po, sir. Ako na po bahala.' Minsan hindi naman appropriate. In Sutherland's English-only interviews, avoid mixing Tagalog, and don't over-apologize without a plan. Focus on the solution, not just saying sorry.
• ▸ Madalas sagot ng Pinoy: 'Same lang po eh, satisfaction means happy siya.' Avoid assuming they're the same. Many Filipino fresh grads think resolving the ticket is enough. Sutherland wants to see you understand that a satisfied customer might still churn if only the issue was fixed but they felt unappreciated.
• ▸ Wag mong sabihin: 'Ang toxic kasi ng boss ko doon' or 'Mababa sahod.' Even if true, it sounds like you're a complainer. Instead, focus on your growth needs and how Sutherland is a better fit. Also, avoid the Pinoy habit of saying 'Actually, tinanggal po ako' unless asked, frame it as a voluntary move for career progression.
• ▸ Huwag sabihing 'Kahit anong shift po, okay lang po sa akin' nang walang explanation. Dito sa interview, akala ng marami basta sumagot ng 'yes' ay pasado na. But Sutherland wants proof you've actually thought about the health and lifestyle adjustments. Mention specifics like blackout curtains or meal prepping to show you're serious.
• ▸ Marami sa atin ang magsasabi 'Proficient po ako sa Microsoft Office' pero hindi masabi ang specific na function. Sa Sutherland interview, baka tanungin ka ng 'Anong formula ginagamit mo sa Excel?' or 'Paano mo aayusin ang internet browser kapag mabagal?' Huwag mong sagutin ng generic. Mention actual tasks like paggawa ng table, pag-sort, o paggamit ng specific software. If you only know the basics, be honest but eager to learn.