Service Excellence Management
2 weeks ago
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.
**Responsibilities**:
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
Qualifications:
- Bachelor or higher degree in any field
- Ability to use Microsoft Office to generate reports, presentation, and spreadsheet for analysis, Good command of English, Flexible to work as shift, holiday and weekend
- Minimum 5 years working experience in customer service or sales management, system implementation and support, and has knowledge of MIS
- Possess at least 2 3 year of experience in life insurance operations and service
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