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Senior Customer Care Associate
1 week ago
Full time
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Job Purpose: To deliver the desired customer experience through quality and speedy decisions in all customer interfaced transactions. This job will also ensure that the right and fair resolutions are made ALL the time.
The job will manage the pro-active and timely coordination of aftersales transactions with Customer Connect Service Delivery cross functional team.
Key Responsibilities:
1. Service Functions. Effectively address customer queries received from all touchpoints.
- Timely handling of Incoming and Outbound queries in assigned platforms.
- Meet and Exceed internal KPI metrics (AHT, service level and productivity)
- Ensure proactive handling of all Policyowner request, by timely facilitating the request to the assigned cross functional team, and proactively update FWD policyowners until completion of the case.
- Resolve minor complaints 90% of all cases handled within the expected turnaround time.
- Conservation activities with policyowners
- SME/POC tasks – answering queries from other CCE/CCAs regarding customer concerns, process, product and system related queries
- Act as a Point of contact during times when Team leader is unavailable.
2. Minor Complaints Resolution. Responsible for the end-to-end handling of minor complaints, not requiring escalation, such as delayed in processing, follow ups, and error in transaction handling.
- Clearly identifies and defines issues raised by customers.
- Undertakes the review of complaints following a high professional standard
- Tracks the activities of action items for complaints closure.
- Facilitates the closure of minor complaints.
3. Performs other responsibilities and duties periodically assigned by supervisor related to team projects or the like, in order to meet operational and team requirements.
Education & Certification:
- Must be a college graduate; business-related or pre-med course preferred.
Experience:
- With experience working in Insurance operations and/or Life Claims operations is an advantage.
- With atleast 3 years customer service experience from a bank/financial institution, hotel and hospitality industry, marketing & sales in a similar role are encouraged to apply.
- Experience in a client service oriented role would be highly regarded specifically in all customer touchpoints – Inbound and Outbound, Live chat and Email
What's your expected monthly basic salary?
Do you have customer service experience?
How many years' experience do you have as a Customer Care Consultant?
FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital1 and New Business Annual Premium Equivalent2, respectively.
FWD Group is a pan-Asian life insurance business with more than 10 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. FWD reached its 10-year anniversary in 2023. The company is focused on making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD is committed to changing the way people feel about insurance.
For more information, please visit
1 > Statistics > Life > 2022 > Based on Paid-Up Capital
2 > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent
About FWD Life Philippines
FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital1 and New Business Annual Premium Equivalent2, respectively.
FWD Group is a pan-Asian life insurance business with more than 10 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. FWD reached its 10-year anniversary in 2023. The company is focused on making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD is committed to changing the way people feel about insurance.
For more information, please visit
1 > Statistics > Life > 2022 > Based on Paid-Up Capital
2 > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent
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Perks and benefits
Life Insurance, HMO for Employees and Dependents,
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