Job Description

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.

JOB SCOPE:

The incumbent is responsible for delivering an efficient and effective support to Customer Care Operation, Digital Customer Experience, & Customer Experience Centre on regulatory framework, Standard Operating Procedure (SOP) and day to day administrative tasks in accordance with Customer Engagement objectives and delivery of consistent and exceptional PRUexperience to customers across all channels.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Identifying customer\xe2\x80\x99s needs and providing accurate responses in accordance with agreed quality, compliance and service level standards.
• Promptly and accurately completing all related administrative activities, in accordance with relevant service standards and to the customer\xe2\x80\x99s satisfaction.
• Managing and maintaining data integrity in all systems used.
• Liaise with other units and departments to resolve customer\xe2\x80\x99s issues.
• Keep up to date with new or enhanced products / services 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.
• Support and mentor new hires.
• Acts as the main trainer in determining training needs, scheduling, and conducting training / cross-skill training & refresher sessions.
• Prepare and update training materials with updated information.
• Re-vamp the training material for ease of use by CE staffs.
• Prepare, conduct and analyze competency assessments.
• Supports monitoring of calls, emails and live chats to ensure compliance with standard operating procedures (SOP) and quality assurance standards.
• Coordinate and facilitate calibration sessions for all quality assurance assessors.
• Develop and initiate action plans for service quality improvements.
• Ensure SOPs are updated and cascaded to the Frontline team.
• Ensure the knowledgebase is updated with the latest product, process and other relevant information.
• Ensure timely communication cascaded to the team on any new updates on product / process.
• Timely communication on any departmental updates to the CE team.

JOB SPECIFICATION:

Qualifications

• Diploma or Degree in any field from a reputable and recognized university or college.

Experience & Knowledge

• Must demonstrate time management skills, analytical and problem-solving skills and communicate effectively.
• At least 5 years of Customer Care experience in managerial or leadership role with proven track records.
• Minimum 3 years of experience in the insurance industry is advantageous.
• Good command of spoken and written English.
• Able to multi-task and work in a fast-paced, stressful environment.
• Flexible and highly self-motivated with good organizational and time management skills.
• Team player, able to work with different level or department.
• Proficient in Microsoft Office application eg: Excel, Word and Power Point.

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.

Prudential