Remote Call Center Service (Mandarin/Cantonese language)

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

Job summary

Hitachi Vantara is seeking a Call Center - Field Dispatch professional fluent in English, Mandarin, and Cantonese. This role involves managing technical requests, maintaining high customer service standards, and supporting engineers with various tasks. Ideal candidates will have strong technical skills in data storage and networking, along with experience in customer support environments. Join us to become a part of a global innovative team and positively impact industries using data.

Benefits

Medical

Education support

Dental

Sports (e.g. Gym)

Parking

Vision

Quarterly Variable Performance Bonus

Recognition

Qualifications

• Fluent in spoken and written English, Mandarin, and Cantonese.
• Experience in customer support centers.
• Strong and confident communicator.

Responsibilities

• Handle incoming technical calls and inquiries.
• Create cases in CRM and manage them effectively.
• Ensure timely action on customer cases.

Skills

Technical skills in data storage

Networking

Clear communication

Customer service

Education

Degree level or equivalent experience

Tools

Salesforce

Job description

Remote Call Center Service (Mandarin/Cantonese language)

Job Title: Call Center - Field Dispatch (Mandarin/Cantonese/Japanese) (Global Customer Care (GCC) Professional – Field Dispatch)

The role must accept working in rotation shifts (including night shift)

Fluent command of spoken and written English and Mandarin/Cantonese/Japanese)

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.

Job Purpose:

The GCC Professional – Field Dispatch is responsible for receiving and processing highly technical requests from customers, partners, engineers, and internal teams, as well as monitoring and managing HRO alerts (Hitachi Remote Op’s) in accordance with standard operating procedures (SOPs) using the knowledge base

This is a critical role that will set lasting impressions with our customers and our Partners, demonstrating technical excellence and 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 technical calls and enquiries from customers, partners, and engineers in the required languages
• Create cases in Hitachi Vantara CRM following SOPs through the knowledge base
• Manage calls/cases effectively from start to finish, obtaining updates and providing them to the relevant parties involved
• Order and manage parts on behalf of partner and field engineers when assistance is needed
• Generate emergency license keys for engineers
• Achieve allocated technical and 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
• Ensure the cases owned and handle are up-to-date and accurate
• Monitor and manage HRO alerts, cases, queues, and views, ensuring timely and accurate action in accordance with established processes
• Apply Case Qualifications
• Call customers to technically qualify problems before engaging field engineers
• Escalate cases which require remote assistance to Global Support Center (GSC)
• Manage country dispatch exceptions based on country rules, Error sheets, and knowledge base
• Raise Work Order (WO) requests which include development and provision of high-level action plans and lists of replacement parts, and engage Field Engineers through CRM (Salesforce) for the WO per SOP
• Provide first-line support for our support portal inquiries

Essential Qualifications:
• Technical skills/experience in areas such as data storage, networking, compute, operating systems, software applications, etc.
• Educated to degree level or equivalent experience in required languages
• Fluent command of spoken and written English, Mandarin or Japanese; articulate with clear communication. Cantonese is prepared also.
• A strong aptitude to learn new skills
• 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 customer support center and customer service environments
• Professional telephone manner

Preferred Qualifications:
• Experience working in customer support centers using data collection and diagnostic tools and call management systems 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 displaying strong technical skills and acumen to ensure 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.

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Your application will include the following questions:

What's your expected monthly basic salary? How would you rate your English language skills? How would you rate your Mandarin language skills? How would you rate your Cantonese language skills? How would you rate your Japanese language skills? How many years' experience do you have in the IT industry? Are you available to work split shifts? Are you available to provide on call support when required?

Computer Software & Networking More than 10,000 employees

Hitachi Vantara, a wholly owned subsidiary of Hitachi, Ltd., helps data-driven leaders use the value in their data to innovate intelligently and reach outcomes that matter for business and society – what we call a double bottom line. Only Hitachi Vantara combines 100+ years of experience in operational technology (OT) and 60+ years in IT to unlock the power of data from your business, your people and your machines. We help enterprises store, enrich, activate and monetize data for better customer experiences, new revenue streams and lower business costs.

Hitachi Vantara, a wholly owned subsidiary of Hitachi, Ltd., helps data-driven leaders use the value in their data to innovate intelligently and reach outcomes that matter for business and society – what we call a double bottom line. Only Hitachi Vantara combines 100+ years of experience in operational technology (OT) and 60+ years in IT to unlock the power of data from your business, your people and your machines. We help enterprises store, enrich, activate and monetize data for better customer experiences, new revenue streams and lower business costs.

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Perks and benefits Medical Education support Dental Sports (e.g. Gym) Parking Vision Quarterly Variable Performance Bonus, Recognition

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