Executive, Contact Centre

Prudential Services Asia; Kuala Lumpur; On-site; MYR 40,176 - 53,568; Full time

Job summary

Prudential Services Asia in Kuala Lumpur is seeking a customer service professional to deliver world-class telephone support to agents and policyholders. You will respond politely, accurately, and professionally, while managing customer expectations and outcomes.

You will liaise with internal departments, stay updated on Prudential products, and support process improvements under supervision. Training will be provided in Malaysia and/or Singapore, with opportunities to develop in a dynamic call

Qualifications

• Diploma or degree in any field from a recognized institution.
• Minimum 1 year of call center or customer service experience.
• Fresh graduates are welcome to apply.
• Good command of spoken and written English; Mandarin knowledge is a plus.

Responsibilities

• Deliver world class customer service via telephone.
• Provide a polite, professional and accurate response.
• Manage customer's expectations and own their requests.
• Liaise with appropriate departments to resolve customer issues.
• Keep up-to-date on new or enhanced products/services to maintain quality service.
• Support Team Leader and Managers to review processes and implement improvements.

Skills

Customer service

Telephone support

Communication

English proficiency

Mandarin (optional)

Education

Diploma or Degree in any field

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 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.

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.