Customer Advocate Support Specialist
4 weeks ago
**General information**:
The Customer Advocate is primarily responsible for providing high-level support services to Hitachi Energy and will deliver professional and courteous customer support service and promote a productive and positive relationship with customers in typical day-to-day interactions. When necessary, escalate customer support issues of a technical or product-related nature to the Customer Support Manager or R&D Team. Also, participate in and contribute to team efforts, assist with management decisions, and manage your individual contributions.
**Your responsibilities**:
- You will engage with the customer in a Customer Advocate role on their use of the software, represent their needs and always demonstrate ‘one Hitachi Energy’s voice.-
- You will escalate customer issues of a technical or product-related nature to the Customer Experience Manager, develop an understanding of how our customers do business, of what role our products play in that business.-
- Your ability to convey that understanding to anyone, anywhere, at any time will be paramount, work individually and within a team of expert software professionals to respond to specific customer needs and be a key liaison to Hitachi Energy’s software customers.-
- You will work directly with the customers and may occasionally travel to the customer site, understand, troubleshoot, analyze, and resolve software issues reported to CX by clients and/or implementation staff.-
- You will provide an outstanding customer experience - live & breathe client satisfaction maintaining regular and expedite communication with customers, and eventually conducting periodical status meetings.-
- You will engage internal cross-functional teams, e.g., product management and development teams as necessary to resolve issues, ensure that customer inquiries are resolved in a timely manner.-
- You will build strong relationships with both customer and Hitachi Energy on-site personnel to help make every customer experience positive, resolve software issues and questions reported to Customer Experience (CX) by customers or on-site implementation staff on behalf of customers. You will need to deliver professional and courteous service and promote value-add, productive, and positive relationships with customers in your assigned portfolio during day-to-day interactions.-
- Live by Hitachi Energy’s core values of safety, Quality, and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.**Your**
**background**:
- A higher level with BA/BS degree or may also be filled at and five or more years of experience.-
- Minimum 3 or more years of experience in a Customer Support or Technical Support role.-
- A combination of education and equivalent experience may also be acceptable.-
- Excellent knowledge of all customer support areas.-
- Excellent time management, decision-making, presentation, relationship, and organizational skills.-
- Must thrive in a fast-paced, time-compressed, and dynamic environment.-
- Requires the ability to establish and maintain effective working relationships at all levels within both customer organizations and Hitachi Energy.-
- Must be able to work in a team environment, yet be self-directed, proactive, and action oriented (Must be able to work independently with mínimal supervision).-
- Excellent presentation skills and the ability and willingness to travel up to 10%.-
- Effective written and verbal communications for internal and external consumption at all levels of an organization.**Basic Info**
**Location**
- Petaling Jaya, Selangor, Malaysia
**Job type**
- Full time
**Experience**
- Experienced
**Job function**
- Customer Service & Contact Center Operations
**Contract**
- Regular
**Publication date**
- 2023-11-16
**Reference number**
- R0033945
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