Job Description

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves more than 38 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

FWD Vietnam was established in 2016 and is a member of FWD Group. For more information, please visit www.fwd.com.vn

PURPOSE:

Perform service at hotline to Customers.

KEY ACCOUNTABILITIES:

• Handle incoming calls and outbound calls in a professional manner;
• Following call center scripts when handling different topics;
• Identify customers’ needs, clarify information, provide solutions and follow up customer calls where necessary;
• Management and resolve simple customer complaints
• Document all call information according to standard operating procedures,
• Continuously improve quality results by adhering to standards and guidelines, mastering the product & technical knowledge.

QUALIFICATIONS / EXPERIENCE

• At least 02 year experience in Customer Service/ Call center, preferably with life insurance background.
• Professional manner, positive thinking.

KNOWLEDGE & TECHNICAL SKILLS

• Verbal Communication, Phone Skills, Listening, Customer Service,
• University graduate, preferably social sciences,
• Proactive, creative disposition to develop new ideas, good in problem solving skill,
• Good interpersonal and communication skills,
• Able to work in high pressure environment and able to work independently as well as in a team
• Ability to process requests with accuracy and deliver within service standards.