Service Delivery Executive (N2+ Japanese Speaking)

Hồ Chí Minh City, Vietnam

(View all jobs)

Our Company

We’re Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world’s potential. We’re people-centric and here to power good. Every day, we future-proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what’s now to what’s next. We make it happen through the power of acceleration.

Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

The team

Hitachi Digital Services Vietnam is part of a 300 strong global delivery network, supporting Hitachi Digital Services around the globe. Our employees collaborate with teams in Japan, India, Portugal, and the US, servicing customers worldwide and working on a huge variety of projects. From cloud migration to digital modernization and advanced analytics, offering operational excellence, agile delivery, and plenty of energy to work on huge transformation projects for our customers.

The role

• Support the Service Delivery Manager in staffing, training and performance management of the Service team.
• Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
• Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.
• Monitor and analyze service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.
• Prepare and provide input to regular reports to the customer and support the Senior Service Manager during Monthly Service Review meetings on service performance, key metrics and improvement initiatives.
• Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
• Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.
• Develop and grow the customer engagement seeking opportunities for additional business

What you’ll bring

• 3+ years of experience in service management or a related role, with knowledge of service management principles, processes and best practices.
• Demonstrated success in customer service, handling complaints, budget management and effective marketing tactics.
• Knowledge of the service industry, service standards and applicable service regulations and labor laws.
• Excellent communication and interpersonal skills, including fluency in Japanese (N2+), with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
• Detail-oriented with a high level of accuracy in data analysis and reporting.
• Strong problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
• A commitment to delivering outstanding customer service and a passion for exceeding customer expectations.

About us

We’re a global, team of innovators. Together, we harness engineering excellence and passion 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 bring a better tomorrow closer to today, this is the place for you.

#LI-VL1