Customer Service (Mandarin, Streaming Platform)

SUTHERLAND GLOBAL SERVICES MALAYSIA SDN. BHD.-; Kuala Lumpur; On-site; MYR 33,000 - 47,000; Full time

Benefits offered by this job

Dental + optics allowance

Annual leave 10 days

Sick leave 14 days

Wellness benefits

Flexible vacation (manager approval)

Job summary

Sutherland is seeking a customer support specialist in Kuala Lumpur to assist Mandarin-, English-, and Traditional Chinese-speaking customers. You will handle inbound calls and chats, troubleshoot streaming issues, and guide customers through account and billing questions.

The role is 100% onsite at Bangsar South, 9am–9pm shifts, 5 days on/2 off, with a total of 40 hours per week. Malaysian work rights required and hybrid work is not available.

Qualifications

• Excellent communication skills in Mandarin (verbal), Traditional Chinese (written), and English (verbal and written).
• Experience in CSAT-focused customer service preferred.

Responsibilities

• Provide professional and empathetic support to customers via inbound phone and 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

Mandarin (verbal)

Traditional Chinese (written)

English (verbal/written)

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 via inbound phone and chat.

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 Mandarin (verbal), Traditional Chinese (written), and English (verbal and written). Business market are Taiwan 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.

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

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.

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