Executive, Customer Care - Frontline

Executive, Customer Care - Frontline

Prudential Financial, Inc
2-5 years
Not Specified

Job Description

At Prudential, we understand that success comes from the talent and commitment of our people. Together, we have a shared vision in securing the future of our customers and our communities. We strive to build a business that can shape, an inclusive workplace where ideas are valued and a culture where can thrive together. Our people stay connected and tuned in to what's happening around us, keeping us ahead of the curve. While focused on the long-term, we look to the future to bring growth, development and benefit to everyone whose lives we touch.JOB SCOPE:

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.
  • 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.
  • 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 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.

Job Details

Prudentialplc provides life and health insurance and asset management, with a focus on Asia and Africa. We help people get the most out of life, by making healthcare affordable and accessible and by promoting financial inclusion. We protect people's wealth, help them grow their assets, and empower them to save for their goals. The business has more than 18 million life customers in Asia and Africa.Prudential has been providing trusted financial security for 95 years and is listed on stock exchanges in London, Hong Kong, Singapore, and New York. We are proud to be included in the 2022 Bloomberg Gender Equality Index. The index measures gender equality across five pillars: female leadership and talent pipeline, equal pay and gender pay parity, inclusive culture, sexual harassment policies, and pro-women brand. Our inclusion in this global index is testament to our commitment to nurturing diverse talent. #BloombergGEI . Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom.

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