JOB SCOPE: 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'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 channelsEnsure customers are given meaningful updates for non-FCR cases handled by Customer Engagement CentresEnsure complex customer's needs are fulfilled by performing timely escalation and proper handover of non-FCR casesHandling 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 standards and to the customers' 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' 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: Degree in any field from a reputable and recognized university or college,Diploma with at least a year relevant working experience; ORSTPM with at least 2 years relevant working experience; ORSPM with at least 2-3 years relevant working experienceMinimum typing speed of 20 words per minute.Good command of spoken and written English and Bahasa Malaysia.Relevant working experience in a customer engagement centres (branch network) or in servicing industry will be advantageous.Knowledge in Customer Engagement Centres (branch network) operations involving walk-ins, outbound calls, correspondences and live chat.Knowledge in insurance industry especially the company's products/ processes and digital technologies will be advantageous.