Customer Service Analyst - Global(Mandarin/Cantonese or Japanese Speakers)

Hitachi Vantara; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

Join Hitachi Vantara as a GCC Professional in Kuala Lumpur, where you'll be the first point of contact for our customers and partners. This role involves managing cases, providing customer support, and enhancing client satisfaction through effective communication. Ideal candidates should possess strong language skills, customer service experience, and the ability to work under pressure. Our inclusive culture and industry-leading benefits aim to support your well-being and development as part of a diverse global team.

Benefits

Flexible working arrangements

Industry-leading benefits

Supportive culture fostering belonging

Qualifications

• Degree or equivalent experience required, fluent in English.
• Experience in call centers and customer service environments.
• Professional telephone manner.

Responsibilities

• Handle incoming and outgoing calls from customers and partners.
• Create cases using Hitachi Vantara CRM (Salesforce).
• Provide first-line support for inquiries.

Skills

Fluent in English

Strong communication skills

Team player

Ability to work under pressure

Education

Degree or equivalent experience

Tools

Microsoft Office

Salesforce

Job description

Our Company

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure enables customers—from banks to theme parks—to focus on achieving the incredible with data.

If you’ve seen the Las Vegas Sphere, you’ve seen an example of how we empower businesses to automate, optimize, innovate—and wow their customers. We’re laying the foundation for our next wave of growth and are looking for people who love being part of a diverse, global team and are excited about making a real-world impact with data.

The team

Job Purpose: The GCC Professional is responsible for receiving and processing requests from customers, partners, engineers, and internal teams, following standard operating procedures (SOPs) using the knowledge base. This role is critical in creating lasting first impressions with our customers and partners, demonstrating the quality of support they expect from Hitachi Vantara. These impressions foster loyalty and drive future revenue.

Principal Accountabilities:

• Handle incoming and outgoing calls from customers, partners, and engineers in required languages, specified relative to KL or Lisbon.
• Create cases in Hitachi Vantara CRM (Salesforce) following SOPs via the knowledge base.
• Manage calls and cases effectively from start to finish, obtaining updates and providing them to relevant parties.
• Complete daily, weekly, and monthly administrative tasks.
• Follow escalation procedures to transfer calls, cases, or information to appropriate management and support groups.
• Follow up on Pass-Through Support cases with our partners, managing them through to resolution and closure.
• Provide first-line support for support portal inquiries.
• Be available to work a 7x24 shift rotation as required.

Essential Qualifications:

• Degree or equivalent experience in required languages.
• Fluent in spoken and written English, with clear communication skills.
• Strong, confident communication skills in required languages.
• Team player capable of working under pressure.
• Ability to operate efficiently in a busy environment.
• Experience in call centers and customer service environments.
• Professional telephone manner.
• Proficient in Microsoft Office and Outlook.

Preferred Qualifications:

• Experience with call management systems.
• Knowledge of Salesforce or similar applications.
• Experience with the culture of the spoken language.
• Additional language skills are a plus.

Impact and Scope: This role is vital in maintaining customer satisfaction and operational efficiency, directly influencing customer loyalty and company revenue.

About us

We’re a global team of innovators harnessing engineering excellence and passion for insight to co-create solutions to complex challenges. Our mission is to turn organizations into data-driven leaders capable of making a positive impact on their industries and society. If you believe in inspiring the future through innovation, join us to fulfill your purpose and reach your potential.

Championing diversity, equity, and inclusion

Diversity, equity, and inclusion (DEI) are core to our culture. We value diverse thinking, allyship, and empowerment. We encourage all backgrounds to apply and bring their full selves to our team.

How we look after you

We support your well-being with industry-leading benefits, flexible working arrangements, and a culture that fosters belonging, autonomy, and knowledge sharing. We are committed to equal opportunity employment and welcome applicants regardless of race, religion, gender, sexual orientation, age, disability, or other protected characteristics. If you need reasonable accommodations during recruitment, please let us know.