Senior Specialist-Customer Care

Discover a Home for Your Talents

Arçelik Hitachi Home Appliances is a global lifestyle solutions company formed through a strategic partnership between Arçelik and Hitachi Global Life Solutions, Inc., a subsidiary of Hitachi, a Japanese multinational conglomerate founded in 1910. The joint venture globally manufactures, distributes, and provides after-sales services for Hitachi branded home appliances, including refrigerators, washing machines, and vacuum cleaners, excluding the Japanese market.

Within our community, every role feels like home, fostering a sense of belonging and growth. We value mutual respect, progressive thinking, and the power of diversity and inclusivity. Our commitment to sustainable development is driven by trust in technology and a dedication to producing confidently. As a member of our team, you'll have the opportunity to showcase your talents and contribute to building a prosperous future for all.

Apply Now and Be Part of Our Journey to Inspire Sustainable Lives in Every Home!

What awaits you in this role?

We are looking for a passionate Senior Specialist-Customer Care who will join our team at Customer Care Department.

1. Exchange & Return Case Management

• Review and process exchange and return requests submitted through the Service Website.
• Validate customer information, warranty status, service reports, and supporting documents.
• Ensure all exchange and return cases comply with company policies and approval criteria.
• Track and monitor case status from initiation to completion.

2. SAP Transaction Management

• Create and maintain exchange/return transactions in SAP.
• Process material returns, replacement orders, credit notes, and stock movement transactions.
• Ensure accurate and timely data entry in SAP.
• Coordinate with Logistics, Warehouse, Finance, and Sales teams to complete SAP transactions.
• Reconcile system records and resolve transaction discrepancies.

3. Service Website Administration

• Monitor daily exchange and return requests submitted by service centers and dealers.
• Verify documentation uploaded to the Service Website.
• Maintain data accuracy and completeness within the system.
• Support system issue resolution and coordinate with IT teams when necessary.
• Conduct user testing (UAT) for new website enhancements and process improvements.

4. Approval & Escalation Management

• Review exceptional cases requiring management approval.
• Prepare case summaries and recommendations for approval authorities.
• Handle escalated dealer, customer, and service center requests regarding exchange and return cases.
• Ensure timely communication of case decisions and progress updates.

5. Reporting & Analysis

• Generate reports from SAP and the Service Website regarding: Exchange volume, Return volume, Approval rates, Processing lead time, Product defect trends, Service center performance.
• Analyze root causes of product exchanges and returns.
• Identify recurring quality issues and provide recommendations for corrective actions.

6. Other service job assigned by Manager of Customer Care

The position is an onsite position based in Ho Chi Minh, Vietnam

How do we describe a perfect match?

• College/University graduation.
• Intermediate level in English in writing and negotiation skills.
• From 3 year of experience in customer service.
• Experience in Consumer Electronics, Home Appliances.
• Knowledge of SAP, Service Management Systems, or ERP platforms.
• Good thinking, dynamic, creative and sincere.