Senior Officer / Officer, Customer Contact Centre (Hotline)

Prudential Hong Kong Limited; Hong Kong; Vor Ort; HKD 201.000 - 312.000; Vollzeit

Zusammenfassung

Prudential Hong Kong Limited is seeking a service professional to deliver best‑in‑class customer service via hotline, handling enquiries and requests on life and health insurance with tactful service. You will process information, respond to concerns, arrange follow‑up calls, assist team leaders with escalated cases, and support junior staff.

Requirements include tertiary education, IIQE Paper 1, 3 and 5, 5 years of customer service experience, English and Chinese (Putonghua) proficiency, and

Qualifikationen

• Tertiary education completed.
• IIQE Paper 1, 3 and 5 passed.
• 5 years of customer service/call centre experience.
• Insurance/financial industry experience is a plus.
• Strong English and Chinese communication (Putonghua).
• Proficient in Microsoft Office.
• Customer focused and results oriented.
• Highly organized and able to meet tight deadlines.
• Able to work independently under pressure and adapt to changes.

Aufgaben

• Provide and process information through systems and other departments in response to customer enquiries about insurance products and services.
• Resolve customer dissatisfaction when necessary and proactively build long-term trust during case handling.
• Arrange follow-up calls to respond to customer feedback in a timely and professional manner.
• Assist team leaders with escalated cases by offering the best alternative to the client.
• Provide on-the-job support to junior team members on complex enquiries.

Kenntnisse

Customer Service

Communication skills

English/Chinese

Independent work

Organizational skills

Analytical skills

Ausbildung

Tertiary education

IIQE Paper 1, 3 and 5

Tools

Microsoft Office

Jobbeschreibung

Act as Prudential’s service professional, to provide the best-in‑class customer service via hotline, to handle and resolve customer enquiries and requests on life and health insurance products in a professional manner with tactful service skills.

Job Responsibilities:

Provide and process information through systems and other departments in response to customer’s enquiries and concerns about insurance products and services.

Resolve customer dissatisfaction if necessary and proactively build long term trust with customers during case handling.

Arrange follow up call to respond to customer feedback in a timely and professional manner.

Assist team leadersto handle escalated case by offering the best alternative to client.

Provide on‑the‑job support to junior team members on complex enquiries.

Job Requirements:

Tertiary education, passed IIQE Paper 1, 3 and 5

5 years of experience in Customer Service / Call Centre experience

Experience insurance or financial industry will be an advantage

Good written/spoken English/Chinese (including Putonghua)

Proficient in Microsoft Office

Customer focused and result oriented

Highly organized and able to meet tight deadline

Good analytical and problem solving skills

Able to work independently under pressure and adapt to changes

Able and enjoy working with people of diverse backgrounds, with good interpersonal skills

Candidates with less experience may be considered as Officer

Join a team who understands that at the core of what we DO, is people.

Every day, we spark our collective talent and expertise to reimagine the future of well‑being; so we can continue to make a positive impact on our customers and our communities.

Prudential is an equal opportunity employer.We provide opportunities for people regardless of their gender, ethnicity, disability status, age, religion, caring responsibilities or sexual orientation. A diversity of skillsets and backgrounds enriches the organisation. Prudential believes that diversity of experience, thought and background is vital to success, both today and in the future. Visit our website to learn how Prudential delivers inclusive growth, driven by its diverse workforce and an empowering culture.