Job Description

Prudential\xe2\x80\x99s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people\xe2\x80\x99s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.The incumbent is responsible to handle walk-ins, live-chats, emails or outbound telephone
calls relating to enquiries, issues or complaints from customers about Prudential\xe2\x80\x99s products
and services, in delivery of consistent exceptional PRUexperience, care & quality and
fulfillment of Service Levels.PRINCIPAL DUTIES & RESPONSIBILITIES:

• Deliver the best \xe2\x80\x98first impression\xe2\x80\x99 and consistent exceptional PRUexperience to customers across all channels
• Ensure customers are given meaningful updates for non-FCR cases handled by Customer Engagement Centres
• Ensure complex customer\xe2\x80\x99s needs are fulfilled by performing timely escalation and proper handover of non-FCR cases
• Handling to walk-ins, live chats and outbound customer telephone calls in a polite and professional manner.
• Identifying customer\xe2\x80\x99s 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\xe2\x80\x99 satisfaction.
• Interaction in fulfilling customer simple to medium complex enquiry.
• Authority limit on identify processes.
• Empower to make simple and straight forward decision.
• Managing and maintaining data integrity in all systems used.
• Liaise with other units and departments to resolve customers\xe2\x80\x99 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.
• Participate in adhoc projects and manages the development of key Customer Engagement innovations.

JOB SPECIFICATION:
1. Qualifications

• 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.

2. 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 customer engagement centres (branch network) or in servicing industry will be advantageous.

3. Knowledge

• Knowledge in Customer Engagement Centres (branch network) operations involving walk-ins, outbound calls, correspondences and live chat.
• Knowledge in insurance industry especially the company\xe2\x80\x99s products/ processes and digital technologies will be advantageous.
• Fulfil requirement set for Customer Engagement Centre Specialis

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 individual physical or mental health requirements.

Prudential