Location: Kuala Lumpur, Malaysia
Function: (DEAI HV) GCSS
Requisition ID: R0125251
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; 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
