Manager, Customer Service-2
13 hours ago
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.
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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
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:- 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
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