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Customer Connect Specialist-2 at FWD 富衛 - ApplyBlast

Customer Connect Specialist-2

FWD 富衛

4 months ago

Taguig, Philippines

Onsite

Full Time

Senior

0 applicants

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About this role

A Subject Matter Expert at FWD Life Philippines ensures quality customer service by managing complaints, resolving queries across multiple channels, and guiding frontline associates. This role involves addressing policyowner requests, maintaining adherence to internal KPI metrics, and providing expert guidance on products, processes, and regulatory requirements. The position focuses on delivering timely, fair resolutions and serving as an escalation point for complex or sensitive customer concerns.

Responsibilities

Handle incoming and outbound customer queries across all digital and voice touchpoints
Resolve minor complaints end-to-end while meeting strict turnaround time targets
Provide real-time guidance and escalation support to associates on complex cases
Ensure accurate application of policies, procedures, and product features for customers
Mentor frontline staff to improve handling quality and raise overall team capability