Executive, Customer Service

FWD Group Customer Service Representative

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets. 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.

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.

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 production 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.
• 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, escalate 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

• Quarterly / Annual achievement of SLA's for each in-scope market.
• Stakeholder feedback on performance and value creation through delivery of shared services operations capability.

External & Internal Contacts

• Internal: SG Operations Leaders, key business partners and Group Office stakeholders.
• External: Vendor that may work related.

Decision Making

• In accordance with FWD Delegated Authorities.

Qualifications / Experience

• Minimum SPM /Diploma holder
• At least 2 years of customer services, sales support experience in life and general insurance.
• Preferably with relevant qualifications/certificates (M5, M9, HI, PGI, BCP)

Knowledge & Technical Skills

• Knowledge in life & general insurance.
• Good understanding on regulatory related to life and general insurance.
• Good verbal and written communication skills.
• Good interpersonal skill.
• Able to do multi-tasking.
• Good analytical, problem solving and decision-making skills.
• Demonstrated proficiency to work and adapt in a dynamic environment and recognise priority issues, solving problems and escalating quickly where relevant.
• Proficiency in MS Office skills and tech-savvy.

Competencies

Technical Knowledge:

• Proficiency in using customer service software and tools (e.g., CRM systems).
• In-depth understanding of the company's products and services to effectively assist customers.

Behavior Competencies:

• Excellent verbal and written communication skills to interact with customers and resolve issues.
• Ability to understand and address customer needs and concerns with compassion and patience.
• Strong skills in identifying customer issues and providing effective solutions.
• Flexibility to handle a variety of customer inquiries and adapt to changing situations.

Personal Attributes:

• Ensuring accuracy and thoroughness in answering customer enquiries.
• Commitment to ethical principles and maintaining confidentiality.
• Proactive approach to identifying opportunities for improvement and driving positive change.