Assistant Manager, Customer Contact Centre

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.

This role will assist Team Manager to supervise the hotline team in handling call-in customers enquiries effectively and support the new and junior staff on complex enquiries.

Job Responsibilities :

• Assist team manager to ensure the achievement of Customer Service performance KPIs (wait time, abandon rate, response time, etc.) through regular MI, call centre applications and real-time floor monitoring.
• Provide and process information through systems and other departments in response to customer’s concerns and complaints on escalated cases about insurance products and services.
• Provide advice, real-time support and solutions to team members to resolve customer feedback cases.
• Motivate, coach and develop staff to ensure top performance and achievement of individual and team objectives through on-the-job training and regular team meeting.
• Handle customer dissatisfaction and proactively build long term trust with customers by offering the best alternative during case handling.
• Assist team manager in resources planning to ensure sufficient manpower support.
• Conduct real time call monitoring to ensure the call quality and provide coaching to team members.

Job Requirements :