Hitachi

Global Customer Care, Remote Ops

Hitachi

full-time

Posted on:

Location Type: Remote

Location: Malaysia

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About the role

  • Handle incoming and outgoing calls from customers, partners, and engineers in the required languages
  • 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

Requirements

  • 2+ years experience in similar role(s) delivering customer support services
  • Experienced in supporting customer systems remotely
  • Educated to degree level or equivalent experience in required languages
  • 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
  • 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)
Benefits
  • industry-leading benefits
  • support and services that look after your holistic health and wellbeing
  • flexible arrangements that work for you
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportcase managementcall management systemsremote supportSOPscase resolutionadministration tasksknowledge baselanguage proficiency
Soft Skills
communicationteam playerability to work under pressureprofessional telephone mannerarticulatestrong communicator