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fwd

Assistant Manager, Call Center

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About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 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


FWD Vietnam was established in 2016 and is a member of FWD Group. For more information, please visit www.fwd.com.vn


PURPOSE:

  • Monitor performance of Outbound Team through all outbound call’s campaigns
  • Operate & manage Voicebot’s performance effectively & efficiency
  • Participate and contribute to Operations projects/initiatives to improve the Customer experience via company’s contact channels
  • Improve continuously customer-centricity mind set for CC staff, throughout any activities.

KEY ACCOUNTABILITIES:

  • Maintain and improve results by adhering to standards and guidelines; as well as recommend improving procedures and actions to enhance customer experience
  • Proactively prepare and manage the sensitive outbound call to mitigate the complaints and related issues.
  • Proactively giving support to Complaint Handling team to manage and resolve complex customer complaints thru all contact channels
  • Continuously improve call quality by conducting QC for inbound & outbound team.
  • Deliver the training and coaching for new joiners, upskill junior staffs and the whole team focusing on product mastery and technical knowledge with specific & proper training roadmap designation
  • Other tasks as assigned by Line Manager.

QUALIFICATIONS / EXPERIENCE

  • University Graduation;
  • Economics, Banking or Finance is preferable
  • LOMA certificate (ACS, PCS) is preferable
  • Experience in innovation, automation, system enhancement project is a plus
  • Experience in Customer Services, Call Center or Operations of Life Insurance industry
  • At least 3-year experience in team leader position.

KNOWLEDGE & TECHNICAL SKILLS

  • Strong Customer Service mindset
  • Strong team’s management skills
  • Good communication in both Vietnamese & English
  • Interpersonal skills and high teamwork spirit
  • Logic thinking & strong analytic skills
  • Time management skill
  • Having presentation skill
  • Highly committed, well-organized, patient, and diligent
  • Able to deliver works under tight deadlines and heavy pressures