Customer Experience & SME Specialist

FWD Group Management Holdings Limited; Philippines; Remote; PHP 268,000 - 469,000; Full time

Job summary

FWD Group in the Philippines is seeking a Customer Service Associate to handle inquiries across email, live chat, voice, and social media, ensuring fast, accurate resolutions and positive customer experiences.

As SME for assigned products and processes, you will guide junior agents, escalate complex cases, and maintain compliant documentation while meeting key performance metrics and quality standards.

Responsibilities

• Address customer queries from email, live chat, voice, and social media.
• 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 requests, coordinating with cross-functional teams until case completion.
• Resolve minor complaints within the expected turnaround time.
• Acts as SME for assigned products, processes, or customer concern types and provides guidance to Associates.

Job description

FWD Group in the Philippines is seeking a Customer Service Associate to handle inquiries across email, live chat, voice, and social media, ensuring fast, accurate resolutions and positive customer experiences.

As SME for assigned products and processes, you will guide junior agents, escalate complex cases, and maintain compliant documentation while meeting key performance metrics and quality standards.