Chinese language speaking analyst - Global Call Centre, Remote Work

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 language.Fresh graduated, Entry Level and Junior level in Call Centre environments are encourage to apply 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 pressureAbility 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 (Japanese/Cantonese/ Mandarin Speakers 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





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