Officer, Customer Care

Prudential Services Asia; Kuala Lumpur; On-site; MYR 36,000 - 72,000; Full time

Job summary

Prudential Services Asia in Kuala Lumpur is looking for a service professional to deliver exceptional customer service for life and health insurance products. You will be the first point of contact for customer inquiries via hotline, ensuring a professional and tactful response.

The ideal candidate will handle customer requests, process information, and engage effectively through various communication channels. Prudential values diversity and inclusivity, making it a supportive environment for all employees.

Qualifications

• Excellent customer service skills and experience in handling inquiries.
• Ability to communicate effectively through various channels like phone and text.
• Problem-solving skills to address customer needs and feedback.

Responsibilities

• Provide best-in-class customer service via hotline for insurance inquiries.
• Process information for provider and customer inquiries about various services.
• Follow up with customers on their inquiries through calls or messages.
• Resolve special requests and provide solutions to team leaders for approval.

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.

Responsibilities

• Act as Prudential’s service professional, to provide the best-in-class customer service via hotline, to handle and resolve customers enquires and request on life and health insurance products in a professional manner with tactful service skills.
• Provide and process information through systems and other departments, in response to provider/ customer / sales channel’s enquiries about doctor booking, pre-authorization, direct billing services according to company service standard and in professional manner with tactful customer service skills.
• Arrange follow up call or Whatsapp/WeChat text to follow up and respond to provider / customer/ sales’ enquiry / request / feedback which received via other touch points, such as sales channel, email, letter, live chat and etc.
• Handle and resolve customer’s special request and feedback, conduct simple investigation and fact finding, then propose solution to team manager for review and approval before reverting to customer.
• Support company initiatives by promoting different types of self-service, and any adhoc task to achieve the desired result of business objectives.
• Participate team meeting and training to ensure an up-to-date knowledge and information to handle different types of enquiries.

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.