Executive, Contact Centre

Prudential Hong Kong Limited; Kuala Lumpur; On-site; MYR 24,000 - 36,000; Full time

Job summary

An established industry player is seeking a dedicated Executive for its Contact Centre. In this role, you'll provide exceptional customer service to agents and policyholders, ensuring their needs are met with professionalism and efficiency. You'll be part of a dynamic team focused on achieving key performance indicators while fostering a culture of inclusivity and growth. This is a fantastic opportunity for individuals passionate about customer service and looking to make a significant impact in a fast-paced environment. Join a company that values diversity and supports your career ambitions while you help customers navigate their insurance needs.

Qualifications

• At least 1 year experience in call center or customer service.
• Good command of spoken and written English, Mandarin is a plus.

Responsibilities

• Deliver world-class customer service via telephone.
• Manage customer expectations and resolve issues effectively.
• Support process improvements and provide feedback.

Skills

Customer Service

Communication Skills

Problem Solving

Empathy

Listening Skills

Education

Diploma or Degree in any field

Job description

Executive, Contact Centre page is loaded

Executive, Contact Centre

Apply locations Kuala Lumpur (Group Head Office) time type Full time posted on Posted 30+ Days Ago job requisition id 22120242

Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, 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
• 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 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, patient and self-disciplined.
• Successful candidates will be provided with comprehensive training in Malaysia and/or Singapore.

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 special requirements.