Associate - Account Management

Sutherland; Kuala Lumpur; On-site; MYR 40,000 - 67,000; Full time

Job summary

Sutherland Malaysia is seeking a candidate to join as a combined sales and technical support professional. The role involves handling customer interactions via call, chat, and email, with a focus on upselling and solving issues for a growing customer base.

You will engage with customers, identify their needs, and provide resolutions using cutting-edge solutions while maintaining strong product and process knowledge. This is a sales-driven, tech-enabled position within a collaborative team.

Qualifications

• Requires good English skills, excellent in Chinese and Cantonese speaking.
• Able to read and write in Simplified Chinese and English.
• Education: SPM, Diploma, or Bachelor's Degree.

Responsibilities

• Answer, resolve customer issues, and upsell through call/chat/email.
• 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.

Skills

English proficiency

Chinese language

Cantonese language

Communication skills

Education

SPM, Diploma, or Bachelor's Degree

Tools

Client-based tools

Job 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.