About FWD Group
FWD Group is a pan-Asian life and health insurance business that serves approximately 30 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 Stock Exchange of Hong Kong Limited under the stock code 1828.
For more information, please visit www.fwd.com
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
The Manager Customer Service role leads a team of customer service officers in delivering a remarkable customer service experience through a variety of contact channels such as phone call, email, live chat, face to face service and written correspondence.
The role is responsible for planning and implementing call centre strategies and operations, handling escalated enquiries and feedbacks, improving systems and processes as well as solving problems.
KEY ACCOUNTABILITIES
The job duties include:
manage the daily operations of the call centre, including resource planning, and applying call centre strategies
work with Head of Engagement to set performance targets for the team
monitor call quality through call audits and provide coaching to contact centre staff
Perform capacity planning to meet call demands
Identify training needs and provide training to the team to ensure that the team is equipped with up to date knowledge and skills to deliver the service
Handle escalated enquiries and complaints, and work with other departments to resolve issues
Manage staff recruitment and development
Provide regular reports on call performance statistics and analyse trends
Define user requirements and technical specification for contact centre system
Execute user acceptance testing.
QUALIFICATIONS / EXPERIENCE
Degree holder preferred
Experience with General / Life Insurance Products
At least 3 years of experience in managing a team within contact centre environment
KNOWLEDGE & TECHNICAL SKILLS
communication skills
Good problem-solving skill
Experience in participating in projects and performing user acceptance testing preferred
Good people management skill
Excellent interpersonal skills and cross-cultural sensitivity
Knowledge of Microsoft Excel
Well verse in insurance related regulations
Able to relate well to customers of assigned business unit
Able to establish a strong working relationship and open communication with the business heads
