Prudential's 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's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.Job SummaryTo handle incoming telephone enquiries, issues or complaints from customers relating to Prudential products or services.To make ad-hoc outgoing calls to customers as required to resolve or follow-up any outstanding query.- PRINCIPAL DUTIES & RESPONSIBILITIES:- Respond to incoming customer telephone calls, identify, meet and exceed customers' expectations in a timely manner. Provide a polite, professional and accurate response in accordance with agreed service standards.- Promptly and accurately complete all related administrative activities, in accordance with relevant service standards and to the customers' satisfaction.- Recognise when customer requirements are more appropriately dealt with elsewhere and refer them as appropriate.- Liaise with other departments in the organization to resolve issues brought up by customers.- Keep up to date on new or enhanced products / services in order to maintain a high level of quality service to customers.- Undertake outbound customer relationship management calls as and when appropriate.- Record, produce and prepare any statistics and information required by the Management in relation to the preparation and production of reports as well as occasionally produce simple performance-based reports to Manager.- Support Manager to continuously review processes, identify and resolve service gaps through constructive feedback, and implement process improvements where appropriate- Performs miscellaneous job-related duties and projects as assigned by superior.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- Good command of spoken and written English and Bahasa Malaysia- Possess relevant working experience in a call center or customer service in servicing industry is an add advantage.- Knowledge in insurance industry and call centre will be advantageous.
