Job Description

About FWD GroupFWD Group is a pan-Asian life and health insurance business with more than 12 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. FWDxe2x80x99s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.For more information, please visitFWD 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.PURPOSEThe Executive Customer Service role is responsible to handle all customersxe2x80x99 enquiries and service requests across different communication channels (ie phone, email, web chat, social media and walk in service counter). The role promotes the positive image of the company by delivering competent, efficient, and remarkable service experience.KEY ACCOUNTABILITIESAttend 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.Comply with relevant regulations, internal guidelines, and procedures.Support the business in achieving its financial goals and objectivesManage customersxe2x80x99 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 / EXPERIENCEGCE xe2x80x98Oxe2x80x99 Level / Diploma holderAt least 2 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.KNOWLEDGE & TECHNICAL SKILLSKnowledge in life and general insuranceExcellent verbal and written communication skills.Able to handle multiple tasks simultaneously.With positive and driven work attitudeProficiency in MS Office skills and tech-savvy

FWD Group