Assistant Manager, Customer Relations

Prudential Services Asia; Hong Kong; On-site; HKD 240,000 - 480,000; Full time

Job summary

Prudential Services Asia invites applications for a Customer Relations role focused on turning feedback and escalations into insights, driving service excellence with data-driven decisions. You will work with diverse stakeholders to improve customer outcomes and leverage AI-enabled tools for smarter solutions.

Ideal candidates have 5+ years in customer service or complaints, with English and Chinese proficiency and experience in financial services.

Qualifications

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

Responsibilities

• Investigate and resolve customer feedback, complaints and escalations.
• Analyze complaint cases to identify service gaps and trends.
• Collaborate with stakeholders to support CX improvement initiatives.
• Facilitate efficient complaint resolution and service recovery.
• Participate in UAT for system enhancements and provide feedback.
• Prepare management reports and complaint analytics for stakeholders.

Skills

Customer service

Complaint management

Stakeholder collaboration

Analytical thinking

English & Chinese communication

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.

We are Prudential. For every life, we are partners. For every future, we are protectors.

Prudential plc provides life and health insurance and asset management to 17 million customers across 20 markets in Asia and Africa. We are headquartered in Hong Kong and have dual primary listings on the Stock Exchange of Hong Kong and the London Stock Exchange. We are focused on four strategic regions: Greater China, ASEAN, India and Africa. Our customers are served by around 55,000 agents and more than 200 bank partners.

Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom.

Find out more at www.prudentialplc.com Follow us on LinkedIn