Bahasa Indonesia Customer Service Associate

1 week ago

Kuala Lumpur, Malaysia Sutherland Full time

**Sutherland **is proud to be supporting a giant in the entertainment industry. You will provide customer support to our Client’s customers contacting about their streaming service. Using Client processes and systems, you will provide support to customers via live chat, phone, with a focus on customer satisfaction.
The role will require a strong understanding of the product and services, knowledge of the Client brand and a desire to deliver a high-quality service, placing the customer experience at the heart of what we do.
**Roles and Responsibilities**:

- Supports across live chat, phone
- Upholds the Client brand, champions fan loyalty and the Customer experience
- Delivers exceptional Customer Service, to achieve required customer satisfaction targets
- Responds and resolves Customer queries efficiently, in a timely manner
- Maintains up to date knowledge of products and updates to the product
- Adheres to and follows any Client processes to resolve Customer queries
- Ensures that any or all relevant Customer information, and detail of query, is recorded accurately and timely in the CRM
- Takes ownership of queries or complaints raised by Customers, to resolve their concerns
- Maintains a clear and consistent tone of voice that reflects the Client brand in line with quality and language guidelines
- Highlights any potential contact drivers and shares learnings gathered with Client GX team
- Demonstrates a full understanding of the business processes, procedures, relevant product knowledge and systems so that accurate information is always provided to the Customer.
**Expected Experience/Skills and Personal Qualities**:

- Prefer experience working in customer service or Contact Center
- Experience with downloading content
- Demonstrated understanding of streaming services on phones, Smart TV’s etc.
- Has good written and spoken communication skills
- Has a passion for providing an exceptional Customer Experience
- Is confident in decision making, in line with business processes supplied
- Enjoys taking ownership of queries
- Has great attention to detail and is well organized
- Has experience of working in a fast-paced environment, with changing business priorities
- Has basic computer skills, typing/keyboard skills and experience in navigating across different IT systems
- Is a conscientious and reliable individual who is passionate, enthusiastic and a team player, with a positive attitude
- Demonstrates a strong understanding of customer satisfaction and service excellence
- Bilingual in Bahasa Indonesia
**Job Highlights**

*

Competitive Salary
*

Fun Environment
*

Paid trainings

Schedule:

- Rotational shift

**Education**:

- Diploma/Advanced Diploma (preferred)
**Experience**:

- Customer Service: 1 year (preferred)

**Language**:

- Bahasa Indonesia (required)

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