Senior Insurance Customer Experience Lead

Prudential Hong Kong; Hong Kong; On-site; HKD 279,000 - 390,600; Full time

Job summary

Prudential Hong Kong is seeking a dedicated Customer Service professional to effectively handle customer inquiries regarding insurance products. The ideal candidate must possess at least 5 years of experience in customer service or call center settings and strong analytical and interpersonal skills.

Proficiency in both English and Chinese, including Putonghua, is essential. The role entails resolving customer concerns, supporting junior team members, and ensuring customer satisfaction in a fast-paced environment.

Qualifications

• 5 years of experience in Customer Service / Call Centre.
• Experience in insurance or financial industry is an advantage.
• Good written/spoken English and Chinese (including Putonghua).
• Highly organized and able to meet tight deadlines.

Responsibilities

• Provide and process information for customer inquiries about insurance products.
• Resolve customer dissatisfaction and build long-term trust.
• Assist team leaders with escalated cases.
• Support junior team members on complex inquiries.

Skills

Customer service

Problem solving

Interpersonal skills

Analytical skills

Microsoft Office

Education

Tertiary education

Passed IIQE Paper 1, 3 and 5

Job description

Prudential Hong Kong is seeking a dedicated Customer Service professional to effectively handle customer inquiries regarding insurance products. The ideal candidate must possess at least 5 years of experience in customer service or call center settings and strong analytical and interpersonal skills.

Proficiency in both English and Chinese, including Putonghua, is essential. The role entails resolving customer concerns, supporting junior team members, and ensuring customer satisfaction in a fast-paced environment.