Associate - Customer Service Consultant - Chat

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

Job Description

Research customer problems and deliver solutions.

Deliver an experience to every customer, meeting Spotify’s service standards.

Handle 60–70 live chat interactions daily, utilizing both templated and customized long-form responses to address customer inquiries effectively.

Achieve and maintain required metrics and goals.

Work proactively to ensure potential issues are escalated appropriately.

Work as part of the team to ensure the program floor is a positive and professional environment.

Provide support in projects and initiatives as and when required.

Qualifications

Education: Diploma and above.

Good English skills, and excellent in Bahasa Indonesia speaking.

Able to read and write in English and Bahasa Indonesia.

Candidates with technical background will be an advantage.

Malaysian candidate who has excellent Bahasa Indonesia skills or Expat candidate who is willing to relocate to Malaysia.

Expat candidate must have at least 2 years of full-time customer service or related working experience, and passport validity should be more than 2 years, in line with Malaysia visa application requirement.

Additional Information

Work Time/Mode

Time: 7am-4pm / 3pm-12am, it's subject to changes in the future according to business need.

Days: Rotational, including weekends & public holidays (5 working days, 2 days off).

Mode: WFH (Bangsar South)

Advisor(s) will come to the office when required or when there’s on-site activity, maybe once or twice in a quarter.