EMPREGO.pt - Carreiras de Sucesso

Sutherland

Sutherland

Sutherland Global Services is one of the biggest and fast growing outsourcing companies in Bulgaria. Opened in 2008, our office in Sofia keeps growing and developing new projects.

Executive Assistant (intern)

Kuala Lumpur, Malásia
You are joining Sutherland Global Services, a global business transformation company offering an integrated set of back-office and customer service support services. One of the largest, independent process transformation companies in the world, Sutherland...

Executive Assistant

Kuala Lumpur, Malásia
You are joining Sutherland Global Services, a global business transformation company offering an integrated set of back-office and customer service support services. One of the largest, independent process transformation companies in the world, Sutherland...
Riva Nugraha Jiwa

Riva Nugraha Jiwa

CSTS Analyst
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October 2015 – May 2016 (Tier 1 Team) Identifying and assessing partner and user needs to achieve satisfaction. Provide accurate, valid and complete information by using correct methods and tools. Handle customer complaints provide appropriate solutions and alternative within time limits. Filter and escalate issue to appropriate team for specifics cases/incident May 16-November 16 (Tier 2 Team) Handle and resolved customer complaints for specific issue such as pushback, payment and account Analysing data and performance regarding fraud, risk and account Monitoring fraud pattern in customer's account activity. Working closely with client to realise improvements in the fraud setup Supporting the payment team in certain daily analysis where needed. Help improving fraud process and reporting. Understanding all functionalities of existing and new payment methods such as credit/debit and cash Dealing and support customer through outbound call for specific issue Filter and escalate issue to the client for specific issue/case November 16- August 17 (Incident and Accident Response Team) Manage critical incidents end to end, playing a key role in crisis management for the region Investigate both sides of incidents, verifying facts, and determining resolutions based on internal policies Handle very sensitive cases and potentially emotional user and partner such as accident, sexual harassment, criminal activity etc. Maintain high levels of confidentiality while performing investigations Comprehensively document investigations through written reports Collaborate with Community Support Specialists in Southeast and North Asia to take advantage of local insights across the region Jan 16 – August 17 (Social Media Team) Manage high-quality customer service processes across multiple platforms Monitor flagged and inappropriate content and identify trends in online risk Escalate issue from social media to appropriate team