Senior Executive, Customer Service

FWD Group; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading insurance firm in Kuala Lumpur is seeking a Senior Executive Customer Service to handle customer enquiries and service requests through various channels. The ideal candidate will have at least 4 years of experience in customer service within the insurance sector. Responsibilities include managing complaints, training new staff, and ensuring regulatory compliance. This role promises a dynamic work environment and opportunities to enhance operational excellence.

Qualifications

• At least 4 years of experience in customer service, sales support, or contact center functions in the insurance industry.
• Preferably possess relevant insurance certifications (M5, M9, HI, PGI, BCP).
• Experience in providing guidance or training.

Responsibilities

• Handle all customers' enquiries and service requests across multiple communication channels.
• Deliver accurate and timely responses to meet service turnaround times.
• Manage customers' complaints and feedback effectively.

Skills

Excellent verbal and written communication skills

Resourceful and good problem-solving skills

Able to handle multiple tasks simultaneously

Positive and driven work attitude

Education

Diploma/Degree holder

Tools

MS Office

Job description

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.

FWD Technology and Innovation Malaysia Sdn. Bhd., known as FWD TIM, was established in late 2019. Strategically located in Kuala Lumpur, FWD TIM serves as a pivotal shared service location within FWD Group, providing services to multiple markets across the Group. FWD TIM houses a diverse and talented workforce focused on essential business and technology services such as information security, cloud operations, IT solutions delivery, digital and data, actuarial, finance, investments, and customer service, among many others. FWD TIM is dedicated to drive and deliver operational excellence and efficiency, foster innovation and ensure regulatory compliance across all business functions as well as maintain a competitive edge in the market.

Purpose

The Senior Executive Customer Service role is responsible to handle all customers' enquiries and service requests across different communication channels (ie phone, email, web chat, social media and walk‑in service counter).

In addition to enquiries handling, this role is also required to support escalation, handling of feedbacks/complaints and assist the managers on team briefing, scheduling and real‑time operational monitoring.

The role promotes the positive image of the company by delivering competent, efficient, and remarkable service experience.

Key Accountabilities

• Attend to customers and intermediaries enquiries and service requests received across all communication channels, e.g. phone, e‑mail, web‑chat, Facebook and walk‑in service counter.
• Deliver delightful service experience by providing accurate and timely response that meets our targeted service turnaround time.
• Provide guidance and training to new joiners.
• Comply with relevant regulations, internal guidelines, and procedures.
• Support the business in achieving its financial goals and objectives.
• Manage customers' complaints and feedback, escalator where necessary and collaborate with various internal stakeholders to achieve a fair outcome and resolution.
• Support corporate projects & initiatives, and any tasks assigned.

Qualifications / Experience

• Diploma/Degree holder.
• At least 4 years of experience in customer service, sales support or contact centre functions in life or general insurance industry.
• Preferably possess relevant insurance certifications (M5, M9, HI, PGI, BCP).
• Able to work independently and within a team.
• Experience in providing guidance or training.

Knowledge & Technical Skills

• Knowledge in life and general insurance.
• Excellent verbal and written communication skills.
• Resourceful and with good problem‑solving skills.
• Able to handle multiple tasks simultaneously.
• With positive and driven work attitude.
• Proficiency in MS Office skills and tech‑savvy.