Assistant Manager, Customer Contact Centre (Hotline)

Prudential Hong Kong Limited; Hong Kong; On-site; HKD 420,000 - 540,000; Full time

Job summary

Prudential Hong Kong Limited is seeking a Customer Service Supervisor to oversee the hotline team, guiding call-handling and supporting new staff on complex inquiries.

The role focuses on achieving performance KPIs, providing coaching, and responding to escalated cases across insurance products and services. It requires leadership and bilingual communication in English and Mandarin, with prior supervisory experience in a financial/insurance setting.

Qualifications

• Degree holder in a related field.
• IIQE Papers 1, 3 & 5 completed.
• Minimum 5 years in Customer Service Ops, with 2 years in supervision.
• English and Mandarin proficiency.

Responsibilities

• Supervise hotline team to meet KPIs.
• Coach and develop junior staff on complex enquiries.
• Monitor real-time call quality and provide feedback.
• Coordinate with other departments to resolve escalated cases.
• Assist in manpower planning and resource allocation.

Skills

Leadership

Interpersonal skills

Time management

Bilingual English/Chinese

Problem solving

Mentoring

Education

Bachelor's degree

IIQE Papers 1,3 & 5

Tools

Microsoft Office

Job description

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 complaintson 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

Join a team who understands that at the core of what we DO, is people.

Every day, we spark our collective talent and expertise to reimagine the future of well-being; so we can continue to make a positive impact on our customers and our communities.

Prudential is an equal opportunity employer.We provide opportunities for people regardless of their gender, ethnicity, disability status, age, religion, caring responsibilities or sexual orientation. A diversity of skillsets and backgrounds enriches the organisation. Prudential believes that diversity of experience, thought and background is vital to success, both today and in the future. Visit our website to learn how Prudential delivers inclusive growth, driven by its diverse workforce and an empowering culture.

Prudential emphasizes a culture known as The PruWay, characterized by passion, enterprise, and responsibility. The brand is dedicated to being a partner and protector for individuals and their futures, leveraging its rich global heritage while focusing on innovation. As a leading insurer in Hong Kong with a strong presence in Asia and Africa, Prudential offers a wide range of protection, savings, and investment solutions through a robust distribution platform. They seek talented individuals to help shape the future and promise to provide opportunities for personal and professional growth while maintaining a healthy work-life balance.

Prudential emphasizes a culture known as The PruWay, characterized by passion, enterprise, and responsibility. The brand is dedicated to being a partner and protector for individuals and their futures, leveraging its rich global heritage while focusing on innovation. As a leading insurer in Hong Kong with a strong presence in Asia and Africa, Prudential offers a wide range of protection, savings, and investment solutions through a robust distribution platform. They seek talented individuals to help shape the future and promise to provide opportunities for personal and professional growth while maintaining a healthy work-life balance.