Assistant Manager, Customer Relations

Prudential Hong Kong; Hong Kong; On-site; HKD 360,000 - 600,000; Full time

Job summary

Prudential Hong Kong is seeking a seasoned Customer Relations professional to turn feedback into insights that improve customer outcomes and drive continuous improvement across the organisation.

You will collaborate with diverse stakeholders, participate in UAT for system enhancements, and prepare regular complaint analytics and management reports to support Sales Channels, Compliance and other stakeholders.

Qualifications

• University degree holder.
• 5+ years' experience in customer service or complaint management.
• Excellent written and verbal English and Chinese (Cantonese & Mandarin).
• Proficient with Microsoft Office and AI-enabled workplace tools.

Responsibilities

• Investigate and resolve customer feedback, complaints and escalated cases promptly.
• Analyse cases and feedback to identify service gaps and trends; support improvement initiatives.
• Collaborate with internal departments to drive efficient complaint resolution and service recovery.
• Participate in UAT for system enhancements and provide feedback on functionality.
• Prepare regular management reports and complaint analytics for stakeholders.

Skills

Customer service

Complaint management

Analytical thinking

Interpersonal skills

Multitasking

Education

University degree

Tools

Microsoft Office

AI-enabled tools

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.

Join our Customer Relations team and make a meaningful impact on customer experience. As a trusted voice of the customer, you will turn feedback and escalations into insights that influence business decisions, enhance customer outcomes, and drive continuous improvement across the organisation. Working with diverse stakeholders, you will help shape service excellence while leveraging data and AI-enabled tools to deliver smarter, customer‑centric solutions.

Job Responsibilities

• Investigate and resolve customer feedback, complaints and escalated cases received from customers, distribution channels, employees and regulatory bodies, ensuring timely and professional handling in accordance with company standards and service commitments.
• Analyse complaint cases and customer feedback to identify service gaps, process inconsistencies, operational inefficiencies and emerging trends. Work closely with relevant stakeholders to recommend and support customer experience improvement initiatives.
• Collaborate with internal departments to facilitate efficient complaint resolution and drive service recovery solutions that enhance customer satisfaction and trust.
• Participate in User Acceptance Testing (UAT) for system enhancements and provide feedback to ensure system functionality, accuracy and customer‑centric outcomes.
• Assist in preparing regular management reports and complaint analytics to monitor case progress, identify trends and support reporting requirements for Sales Channels, Compliance and other stakeholders.

Job Requirements

• University degree holder
• 5+ years' relevant experience in customer service, complaint management or customer relations
• Insurance or financial services experience preferred
• Excellent written and verbal communications skills in English and Chinese (Cantonese and Mandarin)
• Proficient in Microsoft Office and AI-enabled workplace tools
• Strong analytical thinking, problem-solving and interpersonal skills
• Self‑motivated, resilient and able to manage multiple priorities

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.