Service Excellent Management

2 weeks ago


กรงเทพมหานคร, Thailand FWD Insurance Full time

FWD spans Hong Kong, Macau, Thailand, Indonesia, the Philippines, Singapore, Vietnam and Japan. In Thailand, established in 2012, FWD Thailand aims to provide customer-led insurance coverage whether it be savings, personal accident, retirement plans, or investment-linked insurance. Along with TMB, our bank partner and with over 900 staffs, we deliver fresh customer experiences and provide quality services to more than 900,000 customers nationwide.

FWD is a fresh insurance company for aspirational people who are looking forward to their lives ahead. We believe that life is all about living your passion and pursuing happiness; it’s our commitment to empower people to live their lives to the fullest everyday.

If you are looking for a company where can fuel your inspiration and cultivate your experience, join us on our exciting journey.

This role is a key person who support customer service and management in problem and deliver the service on performance report and service initiatives implementation, Support Contact Center representative on system solution, Develop new service capabilities project and deliver key action to implement within project QDC, Produce performance reports and data extraction on regular basis and perform other tasks or work in project per assignment.

Contact Center Support and Performance
- Ensure support effectiveness of a smooth day to day operation for Inbound and Outbound.
- Support Customer Services Representative on problem or system issues and liaise with related parties for getting solution within SLA.
- Gathers issues related to core system, CRM, and other system uses.
- Reports issues found to related parties per guideline
- Follows up for the resolution and coordinate with users for testing and confirm the result of problem solving

Service Capabilities and Employee Experience Development
- Perform for UAT plan, tests and verifies results
- Coordinates with IT, vendor and related parties to complete UAT or fix any issue within agreed timeline
- Support information to takes action to get resolution on issue of information or system
- Delivers key deliverables of responsible projects or BAU within the SLA
- Maintain and update the Knowledge Management and Standard Operating Procedure
- Trains the trainer and support users after new or modified system go live

Customer Experience Improvement
- Consolidates the voice of customer and produces the statistical report
- Delivers quick wins or service initiatives target within committed timeline
- Monitors, reviews and assesses the CX result after new initiative deployment.

Management Information and Reporting
- Produces regular performance report of Contact Center Team (both Inbound and

Outbound) or data extraction for using in operations



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