Associate - Account Management

Sutherland Company; Kuala Lumpur; On-site; MYR 45,000 - 71,000; Full time

Job summary

Sutherland is hiring for a dynamic role that blends sales and technical support within a growing customer base. You will answer inquiries, resolve issues, and upsell through call, chat, and email while delivering friendly, confident service.

Fluent English with excellent Chinese and Cantonese skills is required. Read and write Simplified Chinese and English. You will use client-based tools, collaborate in a team, and drive account management to achieve set metrics.

Qualifications

• At least 6 months of experience in both Sales and Customer Service.
• Proficiency in English, Chinese, and Cantonese.
• Read/write Simplified Chinese and English.
• Sales background and IT technical skills.
• Strong communication and interpersonal skills.
• Willing to upsell and manage accounts.
• Education: SPM, Diploma or Bachelor's Degree.

Responsibilities

• Answer inquiries, resolve issues, and upsell via call/chat/email.
• Identify customer needs and scenarios.
• Provide resolutions with cutting-edge solutions.
• Stay updated on client processes, technology, products.
• Use client tools for customer management and servicing.
• Transfer customers to appropriate departments as needed.
• Data entry, documentation, and case management.
• Work in a team-based environment.
• Achieve and maintain required metrics and goals.
• The role is 100% sales and technical support with account management.

Skills

English language

Chinese

Cantonese

Sales

Customer Service

IT skills

Communication skills

Teamwork

Education

SPM

Diploma

Bachelor's Degree

Job description

Company Description:

Sutherland is a global business process outsourcing (BPO) company that provides a range of services such as customer service, technical support, sales, and back-office operations. Sutherland has a presence in several countries, including Malaysia, where it offers its services to clients across various industries.

In Malaysia, Sutherland operates as a part of its Southeast Asia operations, typically providing customer support and outsourcing services to companies in sectors like telecommunications, finance, healthcare, and retail. The company is known for its focus on innovation, digital transformation, and the use of technology to enhance customer experience and streamline business processes.

Sutherland began its operations in Malaysia in 2008. Malaysia has become an important hub for Sutherland in Southeast Asia, owing to its strategic location, multilingual workforce, and business-friendly environment.

Job Description:

• Responsible for answering, resolving customer issues, and upselling through call/chat/email within a growing customer base.

• Identify and relate with various customer needs and scenarios.

• Provide customers resolution/consultation with cutting-edge solutions in a friendly, confident and knowledgeable manner.

• Remain updated in client and industry led processes, technology applications, utilities, and products.

• Utilize various client-based tools and applications for customer management and servicing.

• Transfer customers to appropriate departments when required.

• Conduct data entry, documentation, and case management.

• Work and partner with others within a team-based environment.

• Achieve and maintain required metrics and goals.

• ***The role is 100% sales and technical support with account management, comes with fixed basic, allowances etc.

Qualifications:

• At least 6 months of experience in both Sales and Customer Service is required. Candidates with sales experience are highly welcome and encouraged to apply !

• Requires good English skills, excellent in Chinese and Cantonese speaking.

• Able to read and write in Simplified Chinese and English.

• Require sales background and IT technical skills.

• Good communication and interpersonal skills.

• Comfortable working in a sales and technical support environment, including upselling and account management.

• Education: SPM, Diploma, or Bachelor's Degree.