Consultant - Customer Service

Sutherland Global; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Sutherland Global is seeking a customer service specialist to provide empathetic live chat support to customers in Indonesian and English. The role focuses on troubleshooting streaming-related issues, guiding account management and billing questions, and maintaining precise interaction records.

Candidates should have 1–2 years in CSAT-focused service, be able to work 9am–11pm shifts (weekends), and be onsite at Bangsar South, Kuala Lumpur, for a 40-hour work week.

Qualifications

• Excellent communication skills in Indonesian and English (verbal and written).
• Preferably 1 to 2 years of experience in CSAT-focused customer service.
• Willing to work on shifts 9am-11pm, including weekends.
• Willing to work 100% onsite, at Bangsar South, Kuala Lumpur.

Responsibilities

• Provide professional and empathetic support to customers mainly via live chat.
• Troubleshoot common technical issues relating to content streaming services.
• Guide customers through account management and billing inquiries.
• Maintain accurate records of customer interactions.
• Stay informed on product updates and policies to provide accurate information.

Skills

Indonesian & English

Customer service

CSAT experience

Shift work

Job description

Company Description:

About Sutherland Global Services:

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 experiences 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:

Job Description:

• Provide professional and empathetic support to customers primarily via live chat with rare need to make outbound voice contacts (less than 1%) as of now.
• Troubleshoot common technical issues relating to content streaming services. For example: device compatibility and login errors.
• Guide customers through account management and billing inquiries.
• Maintain accurate records of customer interactions.
• Stay informed on product updates and policies to provide accurate information.

Qualifications:

Requirements:

• Excellent communication skills in Indonesian and English (verbal and written).
• Preferably 1 to 2 years of experience in CSAT-focused customer service.
• Willing to work on shifts 9am-11pm (including weekends). 5 working days, 2 days off (40 hours per week)
• Willing to work 100% Work from Office, onsite in Bangsar South, Kuala Lumpur.

*There is no hybrid mode possible for the position.