Executive, Contact Centre

Prudential Services Asia; Kuala Lumpur; On-site; MYR 36,000 - 58,000; Full time

Job summary

Prudential Services Asia in Kuala Lumpur is seeking an Executive, Contact Centre to deliver world-class telephone support to agents and policyholders, ensuring high service levels and customer satisfaction.

You will handle international calls, work with cross-functional teams, and participate in ongoing process improvements. A Diploma or Degree is required, with 1 year in a call center or customer service preferred; fluency in English, with Mandarin/Chinese dialects as an advantage.

Qualifications

• At least Diploma or Degree in any field.
• Preferably 1 year of working experience in a call center and/or customer service role in the servicing industry.
• Experience in handling international calls will be an added advantage.
• Fresh graduates who are looking for challenges in customer service are encouraged to apply.
• Good command of spoken and written English. Ability to speak and write Mandarin and/or Chinese dialects is an added advantage.

Responsibilities

• Deliver world class customer service via telephone.
• Provide a polite, professional and accurate response.
• Manage customer's expectations and display ownership for customer's requests.
• Liaise with appropriate departments to resolve issues brought up by customers.
• Keep up-to-date on new or enhanced products/services to maintain high quality service.
• Undertake any other works and duties allocated by management as and when required.

Skills

Customer service

Call center

English proficiency

Mandarin/Chinese dialects (adv)

Communication skills

Empathy

Education

Diploma or Degree

Job description

## Executive, Contact CentreApply: Kuala Lumpur (Group Head Office): Full time: Posted Today: 26100074Prudential’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 Purpose:****The incumbent is responsible to provide an efficient and a high quality telephone servicing facility to customers (agents and policyholders) by meeting and exceeding their expectation. To achieve the following Key Performance Indicators (KPI) as a team:* Financial – Ensure the team achieves Service Level Agreements (SLA) and maintain cost effective management* Customer – Plan and organize Contact Center (CC) activities to meet and exceed customer standards and expectations* Operational Performance – To satisfy our customers and shareholders, to excel in business process* People – To achieve our goals and contribute to organization learning and innovation process.****Job Responsibilities:****The essential duties and responsibilities for the incumbent are as per below* Deliver world class customer service via telephone* Provide a polite, professional and accurate response* Manager customer's expectations and display ownership for customer's requests* Liaise with appropriate departments to resolve issues brought up by customers* Keep up-to-date on new or enhanced products / services in order to maintain a high level of quality service to customers* Support Team Leader and Managers to continuously review processes, identify and resolve service gaps through constructive feedback and implement process improvements where appropriate* Undertake any other works and duties allocated by management as and when required****Job Requirements:***** At least Diploma or Degree in any field from a recognized college or university* Preferably 1 year of working experience in a call center and/or customer service role in the servicing industry.* Experience in handling international calls will be an added advantage.* Fresh graduates who are looking for challenges in customer service are encouraged to apply.* Good command of spoken and written English. Ability to speak and write Mandarin and/or Chinese dialects is an added advantage.* Good voice, clear pronunciation, good diction and able to vary intonation with empathy and good listening skills.* Enthusiastic, self-motivated and able to succeed in a fast pace customer focus environment.* Pleasant, patience and self-discipline.* Successful candidates will be provided with comprehensive training in Malaysia and/or Singapore.