Customer Support Specialist – First-Call Resolution

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

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.