Assistant Manager, Customer Contact Centre

Prudential Hong Kong; Hong Kong; On-site; HKD 279,000 - 468,720; Full time

Job summary

Prudential Hong Kong is seeking an experienced supervisor to assist the Team Manager in guiding the hotline team to handle customer enquiries efficiently and to support new and junior staff on complex cases.

You will monitor performance, coach on-call handling, and help resolve escalated issues, drawing on strong English and Chinese communication and solid knowledge of MS Office; degree holder with at least five years in customer service operations.

Qualifications

• Degree holder
• Proficient in English and Chinese (including Mandarin)
• Minimum 5 years of experience in Customer Service Operations, 2 years in supervisory role
• Experience in insurance or financial industry is advantageous
• Proficiency in Microsoft Office

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.

Skills

Leadership

Interpersonal skills

Time management

Analytical thinking

Customer oriented

Under pressure

Education

Bachelor's degree

Tools

Microsoft Office

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.

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

• Degree holder
• Passed IIQE exam Paper 1, 3 & 5
• Minimum 5 years of experience in Customer Service Operations, in which 2 years in supervisory role
• Experience in insurance or financial industry will be an advantage
• Good written/spoken English/Chinese (including Mandarin)
• Proficiency in Microsoft Office
• Self‑motivated, organized and a committed team leader
• Strong leadership and interpersonal skills
• Able to work independently under pressure and deal with difficult situations in a friendly manner
• Good time management skills and able to meet tight deadlines
• Positive, pro‑active and customer oriented
• Good analytical and problem solving skills

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation 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.