Senior Policyholder & Agent Experience Specialist

prudential; Perak; On-site; MYR 45,000 - 74,000; 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. The role manages enquiries, servicing requests and complaints within approved processes, while supporting digital adoption and service excellence outcomes.

The position requires a Diploma or Bachelor's Degree and 2–4 years of experience in a Contact Centre or Customer Service environment, preferably within Financial

Qualifications

• Diploma or Bachelor's Degree in any field.
• Certification in Customer Service or Contact Centre Operations is an advantage.
• 2–4 years of experience in a Contact Centre or Customer Service environment.

Responsibilities

• Handle policyholder and agent interactions across multiple channels with high service standards.
• Resolve enquiries and complaints, coordinating with internal teams to close cases.
• Promote digital self-service capabilities and capture customer feedback.
• Ensure compliance with regulatory requirements and maintain data quality.

Skills

Contact centre operations

Customer service

English language

Bahasa Malaysia

Problem solving

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. The role manages enquiries, servicing requests and complaints within approved processes, while supporting digital adoption and service excellence outcomes.

The position requires a Diploma or Bachelor's Degree and 2–4 years of experience in a Contact Centre or Customer Service environment, preferably within Financial