Senior Officer / Officer, Customer Service Centre (Counter)

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 provide and process information in response to customers’ enquiries, concerns, and requests in day-to-day counter operation at Customer Service Centre effectively and efficiently.

Job Responsibilities :

Provide and process information by referring to operation systems, guidelines, digitalization, and applications in response to customers’ enquiries, concerns and requests about insurance products and services

Respond to customer feedback in a timely and professional manner to enhance customers’ satisfaction

Support leaders to provide refreshment / enrichment training to new staff and offer advice to new and existing staff on case handling through regular case sharing to uplift service standard

Communicate and coordinate with different functions / departments to maintain a harmonious relationship to enhance the operation efficiency and effectiveness

Handle customer dissatisfaction, provide appropriate solutions and alternatives in a timely manner, and handle compliant cases assign by supervisors / escalations from junior staff

Oversee and assess staff activities, providing guidance and immediate assistance to junior staff

Job Requirements :

Secondary education or above

Passed IIQE paper 1, 3 and 5

5 years of experience in Customer Service Operations

Good written / spoken English and Chinese (including Putonghua)

Good analytical and problem solving skills

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

Highly organized self-starter, with the ability to meet tight deadlines

Able to work independently under pressure and deal with difficult situations in a friendly manner

Customer focused and result-oriented

Candidates with less experience may be considered as Officer