Executive, Customer Engagement Centres Specialist

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.- 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 Engagement Centres- Ensure complex customer's 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'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 and regulatory standard.- 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' 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