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FWD Vietnam

Our vision is to change the way people feel about insurance

FWD focuses on creating fresh customer experiences, with easy-to-understand products, supported by leading digital technologies

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FWD Vietnam

Assistant Manager, Customer Services

  • FWD Vietnam , Ho Chi Minh - Vietnam
  • 2000 Competitive
  • Posted: 06 Mar 2018

Job Description

At FWD, we are Everyday Trailblazer!

  • [Challenger] – We throw out the rule book and use your vision, passion and ideas.
  • [Collaborator] – We propose for different perspectives and collaborate to make things happen.
  • [Champion] - We are proud in treating each other with fairness & respect, and add values to the lives of other people.
  • [Performer] – We have passion for thinking ahead and proactively put ideas into action.

Business context you’ll be in

The Assistant Manager, Customer Services will be:

  • Responsible to manage the customer contact centers, including customer service counters, hotline and other customer contact platforms to deliver customer-centricity through initiatives and daily operations;
  • Be required to participate and contribute to Operations projects/initiatives to improve the customer experience and customer-centricity mind set.

What you’ll be doing

  • Lead the team to deliver and achieve customer-related objectives to support company strategic plans; 
  • Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications;
  • Improve customer service quality results by studying, evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes for customer service department;
  • Manage customer service related projects/initiatives for digitalization and process improvement in efficient and timely manner.

Job Requirements

  • Bachelor degree, major in Economics, Banking or Marketing
  • Have LOMA certificate (ACS, PCS) and experiences in customer services or operations in life insurance are advantages.
  • Have customer service mind-set
  • Good command of English and Vietnamese
  • Strong in communications and effective management skills
  • Highly committed, well-organized, pro-active, innovative, honest, integrity, thorough, persevere and diligent
  • Able to deliver works under tight deadlines and high pressures
  • Effective interpersonal skills and good teamwork spirit

Additional Information

2018-03-06 USD

About FWD Vietnam

FWD Vietnam aims to provide customer-led insurance coverage, including life insurance, personal accident, critical illness, and health-focused products. Along with ABBANK, our bank partner, we deliver a fresh customer experience and provide quality services nationwide in Vietnam.

Assistant Manager, Customer Services

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