Contract Officer, Customer Contact Centre (Hotline & Live Chat, 12 months contract)

Prudential Hong Kong; Hong Kong; On-site; HKD 201,000 - 268,000; Full time

Job summary

Prudential Hong Kong is seeking a service professional to deliver best-in-class customer support through hotline, live chat and digital channels. You will handle inquiries about life and health insurance products with efficiency and professionalism.

The role emphasizes meeting service standards, following guidelines, and contributing to a positive digital customer experience through teamwork and ongoing training.

Qualifications

• Minimum 3–5 years in customer service, contact centre, live chat support, or digital servicing in insurance or financial services.
• Pass IIQE Paper 1, 3 and 5 would be an advantage.
• Excellent written and spoken English and Chinese, including Putonghua.
• Strong written communication, typing and grammar; ability to manage multiple chats with quality responses.

Responsibilities

• Provide and process information through systems and other departments for inquiries about insurance products and services.
• Arrange follow-up calls to respond to customer enquiries, feedback or requests across channels.
• Handle and resolve special requests, conduct simple investigations and propose solutions for review.
• Promote self-service options and support ad hoc tasks to achieve business objectives.
• Participate in team meetings and training to stay updated on products and processes.

Skills

Customer service experience

Communication skills

Problem-solving

Multitasking

Interpersonal skills

Education

University degree or Diploma

Tools

Microsoft Office

CRM systems

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.

Act as Prudential's service professional, providing best-in-class customer service through hotline, live chat and digital channels. Handle customer enquiries and requests related to life and health insurance products efficiently and professionally while delivering an excellent digital customer experience.

Job Responsibilities

• Provide and process information through systems and other departments, in response to customer channel’s enquiries about insurance products and services according to company service standards and professional manners with tactful customer service skills.
• Arrange follow up call to follow up and respond to customer’s enquiry / request / feedback which received via other touch points, such as sales channel, email, letter, live chat and etc.
• Handle and resolve customer’s special request and feedback, conduct simple investigation and fact finding, then propose solution to team manager for review and approval before reverting to customer.
• Support company initiatives by promoting different types of self-service, and any ad hoc task to achieve the desired result of business objectives.
• Participate in team meetings and training to ensure an up-to-date knowledge and information to handle different types of enquiries.

Job Requirements

• University graduate / HKDSE / HKALE / HKCEE / Diploma qualification
• Minimum 3-5 years of experience in customer service, contact centre, live chat support, or digital servicing in insurance or financial industry.
• Passed IIQE Paper 1, 3 and 5 will be an advantage
• Good telephone manner and service attitude, able to follow company guidelines and adhere to service quality standard to deliver policy enquiry service
• Excellent written and spoken English and Chinese (including Putonghua).
• Strong written communication, typing, and grammar skills with the ability to deliver clear and professional responses. Ability to manage multiple live chat conversations simultaneously while maintaining service quality.
• Customer-centric mindset with strong interpersonal skills.
• Strong problem-solving and analytical skills.
• Proficient in Microsoft Office and customer relationship management (CRM) systems.
• Ability to work under pressure and meet productivity and service-level targets.
• Ability to work effectively in a fast-paced environment and meet service level, productivity, and quality targets.

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.