Customer Service (Indonesian Speaker, Streaming Platform)

SUTHERLAND GLOBAL SERVICES MALAYSIA SDN. BHD.-; Kuala Lumpur; On-site; MYR 39,000 - 61,000; Full time

Benefits offered by this job

Annual leave 10 days

Sick leave 14 days

Dental & Optics allowance

Global vacation leave

Mental health support

Job summary

Sutherland Global Services Malaysia Sdn. Bhd. is hiring a customer support specialist to assist customers mainly via live chat, with minimal outbound calls, in Indonesian and English. You'll troubleshoot streaming issues, guide account management and billing inquiries, and maintain accurate interaction records.

This full-time onsite role is based in Bangsar South, Kuala Lumpur, requires 40 hours/week, shifts 9am–11pm, five days with two days off, and visa sponsorship for eligible candidates.

Qualifications

• Indonesian and English language proficiency required.
• 1–2 years of CSAT-focused customer service experience preferred.
• Willingness to work in shifts 9am–11pm, including weekends.
• Onsite in Bangsar South, Kuala Lumpur with no hybrid option.

Responsibilities

• Provide professional, empathetic customer support primarily via live chat with rare outbound calls.
• Troubleshoot common streaming-related technical issues (device compatibility, login errors).
• Guide customers on account management and billing inquiries.
• Maintain accurate records of customer interactions.
• Stay informed on product updates and policies to provide accurate information.

Skills

Indonesian language

English language

CSAT experience

Customer support

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

• 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.

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.
• Native and non native Indonesian citizens are welcome to apply!
• Visa is sponsored.

Benefits

• 10 days of annual leave
• 14 days of sick leave
• Dental + optics allowance
• Global Flexible Vacation Leave - subjected to manager's approval and performance
• Mental health welfare - up to 10 free consultations with counselor

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.