Job Description

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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

REQUIREMENTS

• Degree in any discipline. Fresh graduate is encouraged to apply.
• At least one (1) year working experience in contact center or customer support related field.
• Good command of spoken and written English.
• Proficient in relevant computer applications like MS Office.
• Demonstrate excellent communication and problem-solving skills.
• Highly motivated and result-oriented team player with good interpersonal skills.
• Able to work independently and as a team.
• Have pleasant disposition and attitude.
• Ability to handle stressful situation appropriately.
• Able to work on rotational shifts and public holidays.

About Us:

About Us

FUJIFILM Business Innovation Malaysia Sdn. Bhd., a MSC status Company which is wholly owned by FUJIFILM Business Innovation Asia Pacific Pte Ltd (Singapore). Its main activity involves in providing shared services of Technical Support, Customer Support, On-line Support and Finance Services Operation to all affiliated Company under the umbrella of FUJIFILM Business Innovation across Asia Pacific.

About the Team: At Fujifilm we create innovative products and deliver effective solutions in a wide variety of fields to server society, contribution to the quality of life, and enhance environmental sustainability.