Executive, Contact Centre

Prudential (Cambodia) Life Assurance; Kuala Lumpur; On-site; MYR 22,000 - 39,000; Full time

Job summary

Prudential (Cambodia) Life Assurance in Kuala Lumpur, Malaysia, is seeking a customer-focused professional to provide world-class telephone service to agents and policyholders. You will respond politely and accurately, manage customer expectations, and coordinate with internal teams to resolve requests.

This role requires initiative, empathy, and the ability to thrive in a fast-paced contact center environment.

Qualifications

• Diploma or degree in any field from a recognized college or university.
• At least 1 year of working experience in a call center and/or customer service role.
• Experience handling international calls is an added advantage.
• Fresh graduates who are looking for challenges in customer service are encouraged to apply.
• Good command of spoken and written English; Mandarin and/or Chinese dialects is a plus.
• Good voice, clear pronunciation, good diction and empathy with listening skills.
• Enthusiastic, self-motivated and able to succeed in a fast-paced environment.

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 a high level of quality service to customers.
• Support Team Leader and Managers to 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.

Skills

Customer service

Communication skills

English proficiency

Empathy

Education

Diploma or Degree in any field

Job description

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:

• 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

Successful candidates will be provided with comprehensive training in Malaysia and/or Singapore.

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.

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.