Policyholder & Agent Experience Specialist - Contact Centre

Prudential; Ipoh; On-site; MYR 60,000 - 100,000; Full time

Job summary

Prudential is seeking an Executive, Contact Centre Senior Policyholder & Agent Specialist to deliver high-quality service to policyholders and agents across multiple channels in Malaysia. The role includes handling inquiries, servicing requests and complaints, while promoting digital self-service tools and maintaining data accuracy.

You will work within established procedures, support customer engagement, and contribute to service excellence outcomes, with a strong emphasis on English and Bahasa

Qualifications

• Diploma or Bachelor's degree in any field; additional customer service certification is an advantage.
• 2–4 years in a contact centre or customer service, preferably within financial services or insurance.
• Strong spoken and written English and Bahasa Malaysia; Mandarin or other dialects are an advantage.

Responsibilities

• Handle inbound/outbound interactions through phone, live chat, email, social media and walk-ins; document interactions and outcomes in systems.
• Resolve routine to complex enquiries and complaints; coordinate with underwriting, claims and policy servicing to resolve cases.
• Promote digital self-service options and capture feedback for service improvements; support customer engagement and retention efforts.
• Maintain compliance with regulatory requirements, internal policies, and data privacy standards; ensure data accuracy and timely case closure.

Skills

Customer service

Communication

English

Bahasa Malaysia

Mandarin

Education

Diploma or Bachelor’s degree

Job description

Prudential is seeking an Executive, Contact Centre Senior Policyholder & Agent Specialist to deliver high-quality service to policyholders and agents across multiple channels in Malaysia. The role includes handling inquiries, servicing requests and complaints, while promoting digital self-service tools and maintaining data accuracy.

You will work within established procedures, support customer engagement, and contribute to service excellence outcomes, with a strong emphasis on English and Bahasa