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Manager, Customer Service

FWD Group Management Holdings Limited Kuala Lumpur, Malaysia
Posted 20 days ago Permanent Competitive
Manager, Customer Service
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
Job ID  R-0020942
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