Senior Officer / Officer, Customer Contact Centre (Hotline)

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’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.

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 leaders to 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 and 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

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.