Job title:PAMB | Executive, Customer Care Specialist 1
Company:Prudential
Job description: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.
The incumbent is responsible for handling 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, ensuring the 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.
Fulfill complex customer needs by performing timely escalation and proper handover of non-FCR cases.
Deliver meaningful and value-added outbound services.
Handle inbound or outbound customer telephone calls, live-chats, emails, or social media in a polite and professional manner.
Identify customer needs and provide accurate responses in accordance with agreed quality, compliance, and service level standards.
Complete all related administrative activities promptly and accurately, in accordance with relevant service standards and to the customers' satisfaction.
Manage and maintain data integrity in all systems used.
Liaise with other units and departments to resolve customer issues.
Keep up to date with new or enhanced products/services to maintain a high level of quality service to customers.
Undertake outbound customer relationship management calls as appropriate.
Record and prepare any statistics or information required by Management.
Support Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.
Perform any other job-related duties and projects as assigned by superior.
Participate in ad hoc projects and manage the development of key Customer Engagement innovations.
Job Specification:Qualifications:Degree in any field from a reputable and recognized university or college, OR
Diploma with at least a year of relevant working experience, OR
STPM with at least 2 years of relevant working experience, OR
SPM with at least 2-3 years of relevant working experience.Minimum typing speed of 20 words per minute.
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 call centre or servicing industry will be advantageous.Knowledge:Knowledge in Customer Care operations involving calls, correspondences, and live chat.
Knowledge in the insurance industry, especially the company's products/processes and digital technologies, will be advantageous.Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and perform work for our organization 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.
Expected salary:
Location:Kuala Lumpur
Job posting date:Sat, 27 Jul 2024 22:40:35 GMT
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