Chinese Speaking analyst - Global Call Centre

Hitachi Vantara; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A global technology company in Kuala Lumpur is seeking a Chinese Speaking Analyst for their Global Call Centre. This critical role requires handling customer calls and managing inquiries, with a focus on delivering outstanding customer service. Candidates with a degree or equivalent experience, as well as fluency in English and the required languages, are encouraged to apply. The position provides an opportunity for fresh graduates or those looking to start their career in a call centre environment.

Qualifications

• Fresh graduates, Entry Level and Junior level in Call Centre environments are encouraged to apply.
• Experience in call centre and customer service environments.
• Ability to operate and produce quality work in a busy environment.

Responsibilities

• Handle incoming and outgoing calls in the required languages.
• Create cases in CRM following SOPs.
• Manage calls/cases effectively from start to finish.

Skills

Fluent command of spoken and written English

Strong and confident communicator in required languages

Team player able to work under pressure

Professional telephone manner

Computer literate with knowledge of software packages

Education

Degree level or equivalent experience

Tools

Salesforce

Microsoft Office

Job description

Chinese Speaking analyst - Global Call Centre

Job Purpose: The GCC Professional is responsible for receiving and processing requests from customers, partners, engineers, and internal teams, in accordance with standard operating procedures (SOPs) using the knowledge base. This is a critical role that will set lasting first impressions with our customers and our Partners, demonstrating the quality of support they expect from Hitachi Vantara at every interaction. These lasting impressions create loyalty and help drive future revenue.

Principal Accountabilities

• Handle incoming and outgoing calls from customers, partners, and engineers in the required languages (Japanese or Mandarin). Specify languages relative to KL.
• Create cases in Hitachi Vantara CRM (Salesforce) following SOPs through the knowledge base.
• Manage calls/cases effectively from start to finish, obtaining updates and providing them to the relevant parties involved.
• Achieve allocated administration tasks set daily, weekly, and/or monthly.
• Follow established escalation procedures to transfer call/case/information to all levels of management and support groups.
• Follow up Pass‑Through Support cases to Hitachi Vantara Partners aligned to products where a Pass‑Through support model is in place and manage through to case resolution and closure.
• Provide first‑line support for our support portal inquiries.
• Available to work a 7x24 shift rotation as required.

Essential Qualifications

• Educated to degree level or equivalent experience in required language. Fresh graduates, Entry Level and Junior level in Call Centre environments are encouraged to apply for this position.
• Fluent command of spoken and written English; articulate with clear communication.
• Strong and confident communicator in the required languages.
• Team player able to work under pressure. Ability to operate and produce quality work in a busy environment.
• Experienced in call centre and customer service environments.
• Professional telephone manner.
• Computer literate with knowledge of software packages such as Microsoft Office and Outlook.

Preferred Qualifications

• Experience working in call centres using call management systems.
• Working knowledge of other applications such as Salesforce.
• Experience in the culture of the spoken language (Mandarin/Cantonese language are preferable).
• Experience with any additional languages (not in the pre‑requisite).

Impact and Scope

The position plays a crucial role in maintaining customer satisfaction and operational efficiency, influencing both customer and company revenue.

About us

We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co‑create meaningful solutions to complex challenges. We turn organizations into data‑driven leaders that can make a positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.