Policyholder & Agent Experience Specialist

Prudential plc

Ipoh

On-site

MYR 40,000 - 64,000

Full time

3 days ago

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Job summary

Prudential plc in Malaysia seeks an Executive, Contact Centre Senior Policyholder & Agent Specialist to deliver high-quality service to policyholders and agents across multiple channels. You will manage enquiries, servicing requests and complaints within established procedures, while supporting customer engagement and digital adoption.

The role emphasizes service excellence, collaboration with internal teams, and adherence to regulatory and data privacy standards.

Qualifications

Diploma or Bachelor’s Degree in any field.
Additional certification in Customer Service or Contact Centre Operations is an advantage.
2–4 years of experience in a Contact Centre or Customer Service environment, preferably within Financial Services or Insurance.
Experience handling policyholder and agent interactions across servicing channels.
Practical exposure to enquiry resolution, complaint handling, case follow-up and digital self-service promotion is an advantage.

Responsibilities

Handle inbound and outbound interactions via phone, live chat, email and other channels.
Resolve routine to complex enquiries and complaints following approved processes.
Coordinate with internal teams to support timely resolution of cases.
Maintain ownership of cases through to closure and provide updates to customers/agents.