Customer Service Officer/ Senior Officer, Customer Engagement

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

For more information about FWD Hong Kong, please visit www.fwd.com.hk/.

The Job

• Handle enquiries from customers, advisors, and business partners regarding Life, General Insurance, and Group Medical across all channels (e.g. hotline, email, facsimile, live chat, etc.).
• Conduct inbound/outbound call to provide service to customers, advisors and business partners, inclusive of ILAS & Non ILAS Post-sale Call
• Resolve customer issues and complaints in a timely, professional, and effective manner
• Provide one stop service to customers for enhancing the customer engagement level
• Retain and enhance customer relationship through quality service delivery
• Perform other ad-hoc duties as assigned
• Shift duty required from Monday to Saturday
• Assist to train up and develop Executive / Specialist to deliver service quality in line with company standards
• Deliver project / UAT with well planning and result meet expectation
• On shift: Monday to Friday 0900-1800 + Alternative Saturday 0900-1300

The Person

• Matriculated or above qualification with over 5 years' work experience in financial institutions, preferably with experience in Bank or Customer Service area
• Excellent Customer Service and Telephone manners
• Excellent communication skills and problem-solving abilities
• Good organizing and planning skills
• Passed IIQE Paper I, II, III & V and LOMA qualification are well regarded
• Good communication and listening skills, proficiency in written and spoken Cantonese, English and Mandarin
• Chinese word processing with 25 words per minute
• Flexible and able to embrace change and learning
• Able to deliver on committed actions and deadlines, result oriented

We offer 20-22 days annual leaves, excellent learning & development opportunities and an attractive package to the right candidate.

Information collected will be treated in strict confidence and used solely for recruitment purpose. The company will retain all applications no longer than 24 months of which will be destroyed thereafter. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies of, or companies controlled by, or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, sex, disability or family status in employment process.