Customer Support Executive

1 week ago

Petaling Jaya, Malaysia FUJIFILM Business Innovation Malaysia Sdn. Bhd. Full time

**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.
- 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 centre 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 Support Centre (SC) 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 centre or customer support related field.
- Good command of spoken and written English.
- 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.

**Job Type**: Contract
Contract length: 12 months

Pay: RM3,000.00 - RM4,500.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development
- Vision insurance

Schedule:

- Monday to Friday

Application Question(s):

- Able to start immediately?

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Customer Support Executive: 1 year (preferred)

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