Deskripsi Pekerjaan
Join Sutherland as a bilingual Customer Service Representative for a leading streaming platform! We're seeking immediate joiners fluent in Cantonese and English to deliver exceptional support to our diverse customer base. In this dynamic role, you'll troubleshoot technical issues, resolve billing inquiries, and provide personalized assistance across multiple channels including phone, chat, and email. Our collaborative team environment offers comprehensive training and growth opportunities for dedicated professionals passionate about customer excellence.
Sutherland is a global leader in customer experience solutions, recognized for our innovative approach to digital support. As part of our Kuala Lumpur team, you'll contribute to enhancing user experiences while working with cutting-edge technology. We value linguistic diversity and offer competitive compensation, performance-based incentives, and a supportive workplace culture that celebrates multicultural communication skills.
Tanggung Jawab
- Provide exceptional bilingual customer service in Cantonese and English via phone, email, and live chat
- Troubleshoot technical issues related to streaming platform functionality and account access
- Resolve billing inquiries, subscription management, and payment processing concerns
- Document customer interactions and maintain accurate case records in CRM systems
- Collaborate with technical teams to escalate complex issues and implement solutions
- Meet performance metrics including call quality scores, resolution rates, and customer satisfaction targets
- Participate in ongoing training to enhance product knowledge and service skills
Kualifikasi
- Fluency in both written and spoken Cantonese and English (native-level proficiency required)
- Minimum 1 year of customer service experience in call center or tech support environments
- Strong problem-solving abilities with technical aptitude for digital platforms
- Excellent communication skills and active listening abilities
- Ability to multitask in a fast-paced, high-volume contact center setting
- Proficiency with CRM software and basic computer troubleshooting
- High school diploma or equivalent; additional certifications preferred