Japanese Speaking Analyst, Customer Care - Global Call Centre

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

Job summary

A global technology firm in Kuala Lumpur is seeking a Customer Support Professional to handle customer inquiries and provide excellent service. The ideal candidate will be fluent in English and Japanese and have experience in a call center environment. This role is crucial for maintaining customer satisfaction and operational efficiency. Competitive benefits and flexible working arrangements are offered.

Benefits

Industry-leading benefits

Flexible working arrangements

Support for holistic health and wellbeing

Qualifications

• Educated to degree level or equivalent experience in required languages.
• Professional telephone manner.
• Experienced in call center and customer service environments.

Responsibilities

• Handle incoming and outgoing calls from customers, partners, and engineers.
• Create cases in Hitachi Vantara CRM (Salesforce) following SOPs.
• Manage calls/cases effectively from start to finish.

Skills

Fluent command of spoken and written English

Fluent command of spoken and written Japanese

Strong communication skills

Ability to work under pressure

Education

Degree level education or equivalent experience

Tools

Salesforce

Microsoft Office

Outlook

Job description

Our Company

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

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth. We’re looking for people who love being part of a diverse, global team – and who get 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, 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. Specify languages relative to KL or Lisbon
• 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 languages
• Fluent command of spoken and written English and Japanese; 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
• 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 a make 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.

Fostering innovation through diverse perspectives

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.