Customer Support Executive - Australia Market

FUJIFILM Business Innovation Taiwan; Kuala Selangor; On-site; MYR 36,000 - 54,000; Full time

Job summary

FUJIFILM Business Innovation Taiwan is seeking a Customer Support Specialist in Malaysia to handle inquiries, orders, and service requests across calls, emails and chats. You will strive for first call resolution and ensure service levels and KPIs are met.

As the first point of contact, you will provide solutions, document interactions, and promote remote support and self-help tools to improve customer satisfaction. You will follow procedures and contribute to team goals.

Responsibilities

• Assist customers with enquiries, consumables orders and service support with focus on first call resolution.
• Handle incoming calls, live chats and emails.
• Resolve high volumes of inquiries within SLA.
• Meet KPI targets for service levels and customer satisfaction.
• Provide solutions addressing customer needs with excellence.
• Escalate urgent issues to appropriate teams.
• Process orders and document calls per SOP.
• Promote remote support and self-help to boost satisfaction.
• Follow up calls as needed.
• Keep records with accurate data entry and contract issues.
• Represent CSC and FUJIFILM professionally.
• Adhere to policies, procedures and code of conduct.
• Perform other duties as required.
• Support Contract Services Managers to meet obligations.
• Participate in team building.

Job description

RESPONSIBILITIES AND TASKS

• Assist FUJIFILM Business Innovation customers with general enquiries, consumables and/or supplies orders and service support requirements, with a focus on service excellence and first call resolution.
• Handle incoming calls, respond to live chats or customers’ emails.
• Professionally handle high volume of inquiries from customers and resolve them within the agreed SLA.
• Ensure KPI targets (e.g: service levels, customer satisfaction index, first call resolution, productivity etc) are met consistently to achieve overall contact center objectives.
• Providing internal and external customers with solutions that are meaningful, beneficial and address their needs with a focus on service excellence and first call resolution.
• Initiating escalation procedures and advising appropriate teams of urgent customer servicing issues.
• Process orders or requests and document all call information according to standard operating procedures.
• Actively promote and educate customers on the use of remote support, self-help and enhance customer satisfaction.
• Follow up customer calls where necessary.
• Keeping customers’ records updated through accurate data entry and escalation of service contract administration issues.
• As a first point of contact, promote a unified and professional image of the Customer Support Center (CSC) and FUJIFILM Business Innovation as a whole.
• Conduct daily activities in accordance with FUJIFILM Business Innovation’s policies, procedures and code of conduct.
• Conduct daily activities in a quality and environmentally responsible manner in accordance with FUJIFILM Business Innovation’s policies.
• To perform any other job assignments/ duties as may be required from time to time.
• Providing support to Contract Services Managers to ensure that contractual obligations are met.
• Participate in team building activities