Senior Executive

About FWD Group

FWD Group is a pan-Asian life insurance business with more than 13 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel about insurance. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.

For more information, please visit www.fwd.com

FWD Technology and Innovation Malaysia Sdn. Bhd., known as FWD TIM, was set up in late 2019 and is part of the FWD Group. FWD TIM in Malaysia is one of the FWD Group’s office locations serving multiple markets within FWD Group and employing team members in various functions including Group Digital & Data, Digital Innovation, the IT Hub and our Centre of Excellence comprising Actuarial, Finance and Product Proposition functions.

PURPOSE

The Senior Executive Customer Service role is responsible to handle all customers’ enquiries and service requests across different communication channels (ie phone, email, web chat, social media and walk in service counter).

In addition to enquiries handling, this role is also required to support escalation, handling of feedbacks/complaints and assist the managers on team briefing, scheduling and real time operational monitoring.

The role promotes the positive image of the company by delivering competent, efficient, and remarkable service experience.

KEY ACCOUNTABILITIES

• Attend to customers and intermediaries enquires and service requests received across all communication channels, e.g phone, e-mail, web-chat, Facebook and walk in service counter.
• Deliver delightful service experience by providing accurate and timely response that meet our targeted service turnaround time.
• Provide guidance and training to new joiners.
• Comply with relevant regulations, internal guidelines, and procedures.
• Support the business in achieving its financial goals and objectives
• Manage customers’ complaints and feedback, escalate where necessary and collaborate with various internal stakeholders to achieve a fair outcome and resolution.
• Support corporate projects & initiatives, and any tasks assigned

QUALIFICATIONS / EXPERIENCE

• Diploma/Degree holder
• At least 4 years of experience in customer service, sales support or contact centre functions in life or General insurance industry.
• Preferably possess relevant insurance certifications (M5, M9, HI, PGI, BCP)
• Able to work independently and within a team.
• Experience in providing guidance or training.

KNOWLEDGE & TECHNICAL SKILLS

• Knowledge in life and general insurance
• Excellent verbal and written communication skills.
• Resourceful and with good problem-solving skills.
• Able to handle multiple tasks simultaneously.
• With positive and driven work attitude
• Proficiency in MS Office skills and tech-savvy