Customer Experience Associate - Email & Chat

FWD Group Management Holdings Limited; Philippines; Remote; PHP 300,000 - 420,000; Full time

Job summary

FWD Group is seeking a service-focused specialist to handle email, live chat, and other non-voice transactions related to policy service changes. You will acknowledge inquiries, resolve simple requests, and coordinate with the Operations team to ensure timely processing.

You will maintain case records, support administrative reporting, and assist with escalation of complaints as needed, contributing to a smooth and fair customer experience across channels.

Qualifications

• Experience handling email, live chat or non-voice customer inquiries.
• Strong written and verbal communication, with a focus on clarity and empathy.
• Experience coordinating with operations or cross-functional teams.

Responsibilities

• Address email, live chat, and social media inquiries with timely resolutions.
• Coordinate policy change requests with the Operations unit.
• Escalate complaints and provide feedback on resolution status.
• Maintain documentation and assist in reporting.

Skills

Email & chat support

Attention to detail

Communication skills

Team coordination

Tools

OWB case management

Job description

FWD Group is seeking a service-focused specialist to handle email, live chat, and other non-voice transactions related to policy service changes. You will acknowledge inquiries, resolve simple requests, and coordinate with the Operations team to ensure timely processing.

You will maintain case records, support administrative reporting, and assist with escalation of complaints as needed, contributing to a smooth and fair customer experience across channels.