Japanese Speaking Analyst, Customer Care - Global Call Centre

Overview

Location : Kuala Lumpur

Function : HV GCSS

Requisition ID : About the company

Hitachi Vantara is a global data foundation trusted by the world's innovators. Our resilient, high-performance data infrastructure enables customers—from banks to theme parks—to focus on achieving the incredible with data.

If you've seen the Las Vegas Sphere, you’ve seen an example of how we empower businesses to automate, optimize, and innovate—and wow their customers. We’re laying the foundation for our next wave of growth and are looking for people who value diversity, global collaboration, and making a real-world impact with data.

The team

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 critical role will set lasting first impressions with our customers and Partners, demonstrating the quality of support they expect from Hitachi Vantara at every interaction. These impressions drive loyalty and future revenue.

Responsibilities

• 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

Preferred Qualifications

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 make a 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 today and tomorrow with industry-leading benefits, support, and services that promote holistic health and wellbeing. We offer flexible arrangements that work for you (role and location dependent). We encourage new ways of working that bring out our best, fostering a sense of belonging, autonomy, freedom, and ownership as you collaborate with talented colleagues.

We’re proud to be an equal opportunity employer and welcome all applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, age, disability status, or any other protected characteristic. If you need reasonable accommodations during the recruitment process, please let us know so we can support your success.

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