Customer Connect Sr. Associate-2

Senior-level Customer Connect role at FWD Group in Taguig, Philippines focusing on handling customer queries via email, live chat, voice and social media; proactively addressing policyowner requests, resolving minor complaints within target turnaround times, and coordinating with cross-functional teams for aftersales transactions; responsibilities include meeting and exceeding KPI targets (AHT, service level, productivity), identifying issues, and closing cases; interaction with Talocity for initial screening and profiling (video interviews) as part of the recruitment process; emphasis on professional handling of complaints, proactive updates to policyowners, and involvement in ongoing projects as assigned.