Senior Officer / Officer, Customer Contact Centre (Hotline)

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.

Act as Prudential’s service professional, to provide the best-in-class customer service via hotline, to handle and resolve customers enquires and request on life and health insurance products in a professional manner.

Job Responsibilities :

Provide and process information through systems and other departments in response to customer’s enquiries and concerns about insurance products and services.

Resolve customer dissatisfaction if necessary and proactively build long term trust with customers during case handling.

Arrange follow up call to respond to customer feedback in a timely and professional manner.

Assist team leaders to handle escalated case by offering the best alternative to client.

Provide on-the-job support to junior team members on complex enquiries.

Job Requirements :

Tertiary education, passed IIQE Paper 1, 3 and 5

5 years of experience in Customer Service / Call Centre experience

Experience insurance or financial industry will be an advantage

Good written / spoken English and Chinese (including Putonghua)

Proficient in Microsoft Office

Customer focused and result oriented

Highly organized and able to meet tight deadline

Good analytical and problem solving skills

Able to work independently under pressure and adapt to changes

Able and enjoy working with people of diverse backgrounds, with good interpersonal skills

Candidates with less experience may be considered as Officer