About FWD Group
FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 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.
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FWD Vietnam was established in 2016 and is a member of FWD Group.For more information, please visit
PURPOSE:
- Overview of all customer interaction to ensure the delivery of high-quality service at every touchpoint.
- Lead the Customer Relationship Management, including contact center, customer service, complaint handling, and customer communication to ensure the effectiveness, efficiency and customer-centricity.
- Participate and contribute to projects/initiatives to improve the Customer experience throughout all customer-related activities.
KEY ACCOUNTABILITIES:
- Lead the team to deliver the expected KPIs related thru NPS/VOC, premium renewal, reinstatement, and potential surrendered.
- To manage Customer-relating activities within the department at every touchpoint to deliver strategic plans.
- Improves customer service quality results by studying, evaluating, and re-designing processes establishing and communicating service metrics monitoring and analyzing results.
- Manage the complaint handling activities to deliver the best solution to customer meanwhile contribute to prevent future issues, minimize the risk/impact to company.
- Lead Customer Service & Contact Center projects/initiatives related to digital and process improvement in efficient and timely manner.
- Be a strong negotiator, have exceptional relationship skills, integrity and a team oriented approach to collaborate with team and others across the business on a daily basis.
- Work with relevant departments for investigation and deliver (i) the best solution for complaint handling, (ii) minimize the impact of complaint, (iii) prevent the future issues.
- Maintains and improves results by adhering to standards and guidelines recommending improving procedures.
- Other tasks as assigned.
- Develop the communication plan for Customers and lead the execution to ensure excellent customer experience and customer engagement.
- Other task as assigned.
QUALIFICATIONS / EXPERIENCE
- At least 10 years experience in Customer Service/ Call centre/ Complaint handling, preferably with life insurance background.
- A thorough understanding of the practical implications of customer retention and advocacy drivers
- Relevant experience in Life insurance or financial sectors
- Strong communication and influencing skills.
- An analytical / numerical mind-set
- Project management experience
- Professional manner, positive thinking.
KNOWLEDGE & TECHNICAL SKILLS
- Good communication skills in both Vietnamese and English
- Proactive, creative disposition to develop new ideas, good in problem solving skill
- Skilful in communications and negotiations
- Good interpersonal and communication skills (oral & written)
- Effective execution thru interacting and influencing diversified customers
- Effective management skills
- Able to deliver works under tight deadlines and high pressures
