Insurance Customer Service Specialist (Digital Channels)

Prudential plc; Hong Kong; On-site; HKD 180,000 - 300,000; Full time

Job summary

Prudential plc is seeking a service professional to deliver best-in-class customer service through hotline, live chat and digital channels in Hong Kong. You will handle inquiries related to life and health insurance efficiently while maintaining a high-quality digital customer experience.

Requirements include a university degree or diploma, 3–5 years in customer service within finance/insurance, IIQE advantage, and fluency in English and Chinese (Putonghua).

Qualifications

• University graduate or HKDSE/HKALE/HKCEE/Diploma qualification.
• 3–5 years experience in customer service, contact centre, live chat or digital servicing in insurance or financial industry.
• IIQE Paper 1, 3 and 5 will be an advantage.
• Excellent written and spoken English and Chinese (including Putonghua).
• Strong written communication, typing and grammar; able to manage multiple live chats.

Responsibilities

• Provide and process information through systems and other departments in response to customer enquiries about insurance products and services.
• Arrange follow-up calls to respond to customer enquiries/requests/feedback from various touchpoints.
• Handle and resolve customer special requests; conduct investigation and present solutions for review.
• Promote self-service options and support ad hoc tasks to meet business objectives.
• Participate in meetings and training to maintain up-to-date knowledge for handling inquiries.

Skills

Customer service

Bilingual English/Chinese

Strong communication

CRM systems

Education

University degree or Diploma

Tools

Microsoft Office

CRM systems

Job description

Prudential plc is seeking a service professional to deliver best-in-class customer service through hotline, live chat and digital channels in Hong Kong. You will handle inquiries related to life and health insurance efficiently while maintaining a high-quality digital customer experience.

Requirements include a university degree or diploma, 3–5 years in customer service within finance/insurance, IIQE advantage, and fluency in English and Chinese (Putonghua).