Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.
The incumbent is responsible to handle inbound or outbound telephone calls, live-chats, emails or social media relating to enquiries, issues or complaints from customers about Prudential's products and services, in delivery of consistent exceptional PRUexperience, care & quality and fulfillment of Service Levels.
Principal Duties & Responsibilities
- Deliver the best first impression and consistent exceptional PRUexperience to customers across all channels
- Ensure customers are given meaningful updates for non-FCR cases handled by Customer Care
- Ensure complex customer's needs are fulfilled by performing timely escalation and proper handover of non-FCR cases
- Deliver meaningful and value-added outbound services
- Handling to inbound or outbound customer telephone calls, live-chats, emails or social media in a polite and professional manner.
- Identifying customer's needs and providing accurate responses in accordance with agreed quality, compliance and service level standards.
- Prompt and accurate in completing all related administrative activities, in accordance with relevant service standards and to the customers satisfaction.
- Managing and maintaining data integrity in all systems used.
- Liaise with other units and departments to resolve customers issues.
- Keep up to date with new or enhanced products / services in order to maintain a high level of quality service to customers.
- Undertaking outbound customer relationship management calls as and when appropriate.
- Recording and preparing any statistics or information required by Management.
- Supports Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.
- Performs any other job-related duties and projects as assigned by superior.
- Participates in adhoc projects and manages the development of key Customer Engagement innovations
Qualifications
JOB SPECIFICATION:
- Degree in any field from a reputable and recognized university or college, OR
- Diploma with at least a year relevant working experience; OR
- STPM with at least 2 years relevant working experience; OR
- SPM with at least 2-3 years relevant working experience
- Minimum typing speed of 20 words per minute.
Experience
- Good command of spoken and written English and Bahasa Malaysia.
- Ability to speak Mandarin and/or other dialects will be advantageous.
- Relevant working experience in a call centre or in servicing industry will be advantageous.
Knowledge
- Knowledge in Customer Care operations involving calls, correspondences and live chat.
- Knowledge in insurance industry especially the company's products/ processes and digital technologies will be advantageous.
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with special requirements.
