Customer Service (Cantonese, Streaming Platform)

SUTHERLAND GLOBAL SERVICES MALAYSIA SDN. BHD.-; Kuala Lumpur; On-site; MYR 36,000 - 51,000; Full time

Job summary

Sutherland Global Services Malaysia Sdn. Bhd. is seeking a customer support specialist to provide empathetic assistance via live chat and inbound channels.

You will troubleshoot streaming-related issues, assist with account management and billing, and maintain precise interaction records. Proficiency in Cantonese, Traditional Chinese, and English is essential, with 1–2 years CSAT-focused experience preferred.

Qualifications

• Excellent communication skills in Cantonese (verbal), Traditional Chinese (written), and English (verbal and written).
• Preferably 1 to 2 years of CSAT-focused customer service experience.
• Willing to work shifts 9am-9pm (including weekends), 5 working days, 2 days off (40 hours per week).
• Willing to work 100% from Office, onsite in Bangsar South, Kuala Lumpur.
• Candidates with full working rights for Malaysia.

Responsibilities

• Provide professional and empathetic support to customers via live chat and inbounds.
• Troubleshoot common technical issues relating to content streaming services (e.g., 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.

Skills

Customer service

Communication

Troubleshooting

Tools

Live chat platform

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. We are located at Bangsar South, Kuala Lumpur (near to LRT Kerinchi)

Job Description:

• Provide professional and empathetic support to customers via live chat and inbounds.
• 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.

Requirements:

• Excellent communication skills in Cantonese (verbal), Traditional Chinese (written), and English (verbal and written). Business market are Hong Kong and China.
• Preferably 1 to 2 years of experience in CSAT-focused customer service.
• Willing to work on shifts 9am-9pm (including weekends). 5 working days, 2 days off (40 hours per week)
• Willing to work 100% from Office, onsite in Bangsar South, Kuala Lumpur.
• Candidates with full working rights for Malaysia

There is no hybrid mode possible for the position.

Business Support Services 101-1,000 employees

About us.

We make digital by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers' customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 35 years. Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world.

About us.

We make digital by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers' customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 35 years. Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world.