Associate-Account Management

Company Description

About the role

We are looking for Customer Service representatives who are fluent in Indonesian, Mandarin, and English to join our dynamic team at SUTHERLAND GLOBAL SERVICES MALAYSIA SDN. BHD. Based in Bangsar South, Kuala Lumpur, this full-time customer service role will see you providing exceptional support to our clients across a variety of channels.

What you'll be doing

• Maintains customer records by updating account information.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
• Ability to present, persuade and communicate effectively.
• About 90% voice in Indonesian & Mandarin + 10% chat/email in English.

What we're looking for

• At least Diploma with experience.
• Requires good English skills, and excellent in Mandarin and Indonesian speaking.
• Able to read and write in Indonesian, Mandarin, and English.
• Minimum 2 years of experience in a customer service or call center environment.
• Familiar with the Oil and Gas industry is an added advantage.
• Preferable Immediate starter.
• Only open to native Indonesian speakers with at least 2 years of full-time working experience (passport validity should be more than 2 years, willing to relocate to Malaysia) or local Malaysian candidates with native or near-native Indonesian skills.

Working Time & Mode

• Time: 24/7 (8 hours + 1 hour break)
• Days: Rotational Basis - including weekends & public holidays; 5 working days and 2 days off
• Mode: permanent WFH (Bangsar South). WFO only for new hire training + nesting, about 1 month.
• We're business as usual on Public Holidays and employees get paid based on Public Holiday rate during PH days.
• We require 100% attendance during the training and nesting and in general New Hire is not allowed to take leave in the first 6 months (Probation Period).

What we offer

• 10 days of annual leave/1 calendar year (on a prorated basis)
• 14 days of sick leave/1 calendar year (on a prorated basis)
• Dental + optics allowance
• Career path development
• RM50 vending machine per month
• Mental health welfare - up to 10 free consultations with counselor
• Vacation program - subjected to manager's approval