Customer Service Trainee

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.

For more information, please visit www.fwd.com

For more information about FWD Cambodia, please visit www.fwd.com.kh.

The role is to provide an exceptional customer service experience to deliver customer experience objectives for the company, retaining our customers and supporting our agents through providing effective solutions in responding to their needs and queries including but not limited to the following scopes in order to deliver our promises to change the way people feel about insurance.

• Responsible for handling inbound call/chats that may include general inquiries from customers/sales team and complaint. Escalate the issues to relevant team for further action.
• Handling on customer onboarding through welcome call. Follow-up with sales team for un-reached call and report to relevant team for next action.
• Perform other regular calls such as cash bonus notice to customer as well as suspense account handling.
• Conducting ad-hoc calls as part of business supports to customers/FP/FC as required.
• Serving as Omne Cambodia promoter and key contact person with developers, with employees and customers in term of service features and technical issues.