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Manager, Customer Service

FWD Insurance | Kuala Lumpur | MY

Welcome to the Latest Job Vacancies Site 2024 and at this time we would like to inform you of the Latest Job Vacancies from the FWD Insurance with the position of Manager, Customer Service - FWD Insurance which was opened this.

If this job matches your qualifications, please send your application directly through our latest Job site. Indeed, every job is not easy to apply because it must meet several qualifications and requirements that we must meet in accordance with the standard criteria of the Company who are looking for potential candidates to work. Good job information Manager, Customer Service - FWD Insurance below matches your qualifications. Good Luck: D

FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience....

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 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

Information :

  • Company : FWD Insurance
  • Position : Manager, Customer Service
  • Location : Kuala Lumpur
  • Country : MY

How to Submit an Application:

After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the Manager, Customer Service job info - FWD Insurance Kuala Lumpur above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies Manager, Customer Service job info - FWD Insurance Kuala Lumpur in 24-06-2024 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via the Next Page link below.

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Post Date : 24-06-2024

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