Customer Support Executive - Australia Market

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