Customer Service Consultant

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 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 Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit www.fwd.com

In Singapore, FWD aims to change the way people feel about insurance by leveraging technology to deliver products and services that are relevant, easy to understand and always convenient for our customers. To this end, we have a direct-to-consumer (DTC) platform that allows customers to buy their preferred life and general insurance products directly from our website; as well as a network of preferred Financial Advisory (FA) firms for customers who want to speak with an advisor before committing to an insurance plan. Whatever their preference, we believe insurance should be simple, reliable and convenient.

If you are looking for a career where you can create a real impact and celebrate living, we invite you to join us on our exciting journey.

PURPOSE

• Promote the image of the company by providing and delivering competent, efficient and quality customer services at service standard levels above the peers in the market.

KEY ACCOUNTAIBILITIES

• Responsible to attend to direct customers enquires and requests (including New Business, Renewals, Policy Servicing, Claims, and Premium Management) through all customer’s communication channels eg phone, e-mail, facebook and counter.
• Delivering high quality, accurate and prompt service to customers meeting or exceeding respective service levels and turnaround times.
• Complying with the relevant regulations, internal policies and procedures in the service delivery. 
• Support the business in achieving its financial goals and objectives and participate in cross functional initiatives aligned with the Business Development Plan.
• Strike the right balance between the needs of the direct customers and the company.
• Manage1st level customers’ complaints, escalate where necessary and collaborate with various internal stakeholders in order to achieve fair outcomes according to the complaint resolution process.
• Support Corporate Projects & Initiatives
• Any other ad hoc tasks and projects.

QUALIFICATIONS / EXPERIENCE

• GCE ‘O’ Level / Diploma holder
• At least 1 – 3 years of experience in the front line customer service/sales support function preferably in general or life or both insurance industry.
• Preferably possess relevant insurance certifications.
• Positive and driven work attitude.
• Able to work independently and within a team.
• Having Contact Centre experience will be an advantage

KNOWLEDGE, SKILLS & ABILITY

• Excellent verbal and written communication skills.
• Able to handle multiple tasks simultaneously.
• Work as a team member in a team environment.
• Familiar with a wide range of personal insurance products.
• Proficiency in MS Office skills and generally tech-savy