Deskripsi Pekerjaan
Are you a fan of digital entertainment and passionate about providing world-class support? Sutherland is seeking a highly motivated and bilingual Customer Service Specialist to join our dynamic team in Bangsar South, Kuala Lumpur. In this role, you will be the face of a leading global streaming platform, helping subscribers navigate their experience and ensuring seamless entertainment delivery.
We are looking for immediate joiners who thrive in fast-paced environments and possess excellent communication skills in both Mandarin and English. If you have a knack for problem-solving and a genuine desire to help others, we want to meet you! Join our global team and enjoy a professional work culture that values innovation, diversity, and career growth.
Tanggung Jawab
- Provide high-quality support to streaming platform users via chat, email, and phone channels.
- Efficiently resolve technical issues regarding account access, billing queries, and content streaming quality.
- Deliver exceptional customer experiences while maintaining professional brand standards.
- Accurately document customer interactions and feedback in the internal CRM system.
- Collaborate with cross-functional teams to escalate complex technical bugs or content-related concerns.
- Stay up-to-date with the latest platform features and service policies to provide accurate information.
- Ensure personal and team performance metrics, such as CSAT and response times, are consistently met.
Kualifikasi
- Fluency in both Mandarin and English (written and verbal) is strictly required.
- Minimum of a Diploma or Degree in any field.
- Previous experience in a customer service or contact center environment is highly preferred.
- Strong computer literacy and proficiency in navigating multiple software applications simultaneously.
- Excellent analytical, interpersonal, and communication skills.
- Ability to work in a dynamic, multicultural, and rotating shift environment.
- Strong problem-solving skills with a patient and empathetic approach to customer support.