Associate - Account Management

Sutherland; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global customer service provider is seeking candidates for a role focused on resolving customer issues and upselling products through chat. Candidates should possess strong English, Mandarin, and Cantonese skills, and have a minimum of 6 months sales experience. This position is crucial in maintaining customer satisfaction and meeting sales goals with a requirement for 100% attendance during the initial training phase.

Qualifications

• Good English skills are required.
• Excellent in Mandarin and Cantonese speaking.
• Minimum of 6 months of sales experience is necessary.
• BPO experience is preferred.

Responsibilities

• Responsible for resolving customer issues and upselling through chat.
• Provide customers with resolution using cutting-edge solutions.
• Achieve and maintain required metrics and goals.

Skills

Good English skills

Excellent Mandarin speaking

Good Cantonese speaking

Sales experience

IT technical skills

Education

SPM or Diploma or Graduation degree

Job description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland - Unlocking digital performance. Delivering measurable results.

Job Description

• Responsible for answering, resolving customer issues, and upselling through chat 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.

Qualifications

• Education: SPM or Diploma or Graduation degree (Soft copy of certificate should be provided, only SPM result/slip can't be accepted)
• Requires good English skills, excellent in Mandarin and Cantonese speaking.
• Able to read and write in Mandarin and English.
• Able to speak & understand Cantonese.
• Minimum of 6 months of sales experience & IT technical skills.
• Candidates with BPO experience / background is preferred.
• The role is 100% sales and technical support with account management, comes with fixed basic, allowances etc.

Additional Information

• Supporting Market: Singapore, China, Taiwan, Hong Kong, and Macau.
• Working Time & Mode:
  • Operation Hours: 8am to 7pm (3 shifts in between) (8am-5pm/9am-6pm/10am-7pm)
  • Days: Monday - Friday
  • (Subjected to changes based on the business requirements)
  • We\'re business as usual on Public Holidays and if employees are expected to work during these times if required, they will be compensated according to the public holiday rate.
• Mode: WFO (Working From Office)
• Office Location: Sutherland Office, Level 1 & 11, Avenue 5, Tower 6, Bangsar South (Touch N Go Building).
• We require 100% attendance during the training and nesting and in general New Hire is not allowed to take leave in the first 6 months (Probation Period).