Executive, Customer Care Specialist 1

Prudential Group; Perak; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading insurance provider in Malaysia is looking for a Customer Care Representative to handle inquiries, issues, and complaints from customers. This role requires strong communication skills in English and Bahasa Malaysia, as well as flexibility in addressing customer needs across various channels. Candidates should possess a degree or a relevant diploma with experience in customer service, and an understanding of the insurance industry will be beneficial. Join us to make a meaningful impact in customer service.

Qualifications

• Degree or diploma in a relevant field from a recognized institution.
• Minimum typing speed of 20 words per minute.
• Knowledge in Customer Care operations and insurance products is a plus.

Responsibilities

• Handle customer enquiries via calls, live chats, and emails.
• Ensure timely escalation of complex customer issues.
• Provide meaningful updates during customer interactions.
• Maintain data integrity and support management processes.

Skills

Good command of spoken and written English

Good command of spoken and written Bahasa Malaysia

Ability to speak Mandarin and/or other dialects

Relevant working experience in a call centre

Education

Degree in any field

Diploma with at least a year relevant working experience

STPM with at least 2 years relevant working experience

SPM with at least 2-3 years relevant working experience

Job description

1mo ago , from Prudential Assurance Company Singapore

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 Scope:

The incumbent is responsible to handle inbound or outbound telephone calls, live-chats, emails or social media relating to enquiries, issues or complaints from customers about Prudential’s products and services, in delivery of consistent exceptional PRUexperience, care & quality and fulfillment of Service Levels.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Deliver the best ‘first impression’ and consistent exceptional PRUexperience to customers across all channels
• Ensure customers are given meaningful updates for non-FCR cases handled by Customer Care
• Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of non-FCR cases
• Deliver meaningful and value-added outbound services
• Handling to inbound or outbound customer telephone calls, live-chats, emails or social media in a polite and professional manner.
• Identifying customer’s needs and providing accurate responses in accordance with agreed quality, compliance and service level standards.
• Prompt and accurate in completing all related administrative activities, in accordance with relevant service standards and to the customers’ satisfaction.
• Managing and maintaining data integrity in all systems used.
• Liaise with other units and departments to resolve customers’ issues.
• Keep up to date with new or enhanced products / services in order to maintain a high level of quality service to customers.
• Undertaking outbound customer relationship management calls as and when appropriate.
• Recording and preparing any statistics or information required by Management.
• Supports Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.
• Performs any other job-related duties and projects as assigned by superior.
• Participates in adhoc projects and manages the development of key Customer Engagement innovations

JOB SPECIFICATION:

1. Qualifications

• Degree in any field from a reputable and recognized university or college, OR
• Diploma with at least a year relevant working experience; OR
• STPM with at least 2 years relevant working experience; OR
• SPM with at least 2-3 years relevant working experience
• Minimum typing speed of 20 words per minute.

2. Experience

• Good command of spoken and written English and Bahasa Malaysia.
• Ability to speak Mandarin and/or other dialects will be advantageous.
• Relevant working experience in a call centre or in servicing industry will be advantageous.

3. Knowledge

• Knowledge in Customer Care operations involving calls, correspondences and live chat.
• Knowledge in insurance industry especially the company’s products/ processes and digital technologies will be advantageous.

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.