Senior Officer, Complaint Handling

About FWD Group

FWD Group is a pan-Asian life and health insurance business that serves approximately 30 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 Stock Exchange of Hong Kong Limited 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

Handling and/or coordinating with related departments to handle customer complaints effectively and satisfactorily in a professional and caring manner to gain positive customer experience.

KEY ACCOUNTABILITIES

• Handle customer complaints
• Support in building the customer complaint procedure, workflow as well as all related operational workflow / guidelines
• Handle and/or coordinate with related departments to handle customer complaints effectively and follow up to achieve at least 98% meeting TAT.
• No basic mistake in handling customer complaint (not follow the process...)  Handling customer complaint verbally and in writing
• Handling 100% customer complaints correctly, effectively and in a proactive manner.
• Provide solution to all customer requests (via email, mail, telephone) effectively and professionally in anticipation of their needs.
• Other ad-hoc tasks

QUALIFICATIONS / EXPERIENCE

• University graduate, preferably social science, or business law

• Experience: at least 3 years working experience in handling customer complaint in life insurance industry

KNOWLEDGE & TECHNICAL SKILLS

• Verbal Communication, Phone Skills, Listening, Customer Focus, Customer Service, Professionalism, Multi-tasking
• Good communication skills & writing skill
• Proactive, creative disposition to develop new ideas, good in problem solving skill
• Good interpersonal and communication skills (oral & written)
• 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