Executive, Customer Service

Senior Manager, Talent Acquisition @ FWD Insurance | Talent Acquisition | TA Process Optimization

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

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FWD Technology and Innovation Malaysia Sdn. Bhd., known as FWD TIM, was established in late 2019. Strategically located in Kuala Lumpur, FWD TIM serves as a pivotal shared service location within FWD Group, providing services to multiple markets across the Group. FWD TIM houses a diverse and talented workforce focused on essential business and technology services such as information security, cloud operations, IT solutions delivery, digital and data, actuarial, finance, investments, and customer service, among many others. FWD TIM is dedicated to drive and deliver operational excellence and efficiency, foster innovation and ensure regulatory compliance across all business functions as well as maintain a competitive edge in the market.

Purpose

To provide customer service for SG customer service department as Operations shared services of all enquiries and service request to meet service level agreement and productions targets set. The role also projects a positive image of the company by delivering competent, efficient, and remarkable service experience.

Key Accountabilities

• Attend to customers and intermediaries’ enquiries and service requests received across all communication channels, e.g phone, e-mail, webchat and social media.
• Deliver delightful service experience by providing accurate and timely response that meets the targeted service turnaround time.
• Comply with relevant regulations, internal guidelines, and procedures.
• Support the business in achieving its financial goals and objectives.
• Manage customers’ complaints and feedback, elevate where necessary and collaborate with various internal stakeholders to achieve a fair outcome and resolution.
• Assist senior executive or manager on projects that are assigned by the company.

Key Performance Indicators

Qualifications / Experience

Knowledge & Technical Skills

Competencies

Technical Knowledge

Behavior Competencies

Personal Attributes

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