Customer Service ( Malay Speaker )

SUTHERLAND GLOBAL SERVICES MALAYSIA SDN. BHD.-; Kuala Lumpur; On-site; MYR 27,000 - 45,000; Full time

Benefits offered by this job

Medical & Hospitalization Coverage

Dental and Optical Yearly Benefits

Global environment & Career Progressi0

Yearly Increment

Job summary

Sutherland Global Services Malaysia SDN. BHD. is seeking a customer service specialist to provide empathetic support via live chats and calls from our Kuala Lumpur site.

You will troubleshoot streaming issues, guide users through accounts and billing, and keep detailed records of interactions. The ideal candidate holds a diploma or higher with at least 1 year in customer service, is fluent in Malay and English, and can demonstrate typing speeds of 40-45 WPM with high accuracy.

Qualifications

• Diploma or higher required with at least 1 year of customer service experience.
• Fluent in Malay and English with near-native business English quality.
• Strong keyboarding skills in both languages with written and verbal tests.
• Live chat experience is a plus with 40-45 WPM and 95% accuracy.

Responsibilities

• Provide professional and empathetic support to customers via live chats and calls (1%).
• Troubleshoot common technical issues related to content streaming services, including 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

Malay language

English language

Customer service experience

Typing speed 40-45 WPM

Live chat support

Education

Diploma or higher

Tools

Typing tests

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.

What we offer:

• Medical & Hospitalization Coverage
• Dental and Optical Yearly Benefits
• Global environment & Career Progressions
• Yearly Increment

Job Description:

• Provide professional and empathetic support to customers via live chats and calls (1%).
• 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.

Job Requirement:

• A minimum of a Diploma or higher is required, along with at least 1 year of customer service experience.
• Proficiency in Malay and English, with a Customer Service Level 1 (native or near-native business English quality).
• Strong keyboarding skills in both English and Malay, with assessments including written and verbal tests for both languages.
• Candidates with experience in live chat support will have an advantage, with a typing speed of 40-45 WPM and 95% accuracy.

Work Mode:

• Work Model: Work on Site.
• Office location: Tower 6, Avenue 5, The Horizon, Bangsar South, Kuala Lumpur

Work Time:

Operation Hour: 9:00am to 11:00pm (Rotational), Kuala Lumpur time (changes depend on clients and business requirements)

• 09:00am - 06:00pm
• 12:00pm - 09:00pm
• 02:00pm - 11:00pm

Working hours: 40 hours per week on rotation. 9 hours per day with 90 minutes break

5 Working days per week; weekly off can be any 2 consecutive days

Business operations will continue as usual on public holidays, subject to changes and schedule rotations.

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.