Customer Service Specialist (PLUK)

Prudential plc

Manila

On-site

PHP 300,000 - 420,000

Full time

14 days+

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Job summary

Prudential plc in Manila, Philippines, is seeking a Customer Care Associate to interact with customers across channels, answer inquiries, resolve complaints, and log interactions in the system. You will ensure accurate ticket categorization, adhere to SLAs, and promote digital channels and tools.

Join a customer-obsessed culture where you will provide timely information, escalate issues when needed, and contribute to continuous improvement in service delivery.

Responsibilities

Answer incoming calls and assist customers with inquiries or issues.
Resolve complaints and provide accurate product or service information.
Log all interactions in the system and follow up as needed.
Escalate unresolved issues to the appropriate team.
Meet performance goals for call handling and customer satisfaction.

Job description

Manila, National Capital Region, Philippines · Taguig, National Capital Region, Philippines

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.

We put our customers at the heart of everything that we do, by fulfilling key moments and needs, which will make them happy. Pru Life U.K. champions for life.

Interact with customers to provide information in response to inquiries about products and services, handle and resolve complaints across all available channels/touchpoints of Contact Center.

Be Customer Obsession Champions by:

Functions as first-in-line fornon-face to facecustomer touch point and engagements.
Providesaccurate and timely response oncustomerinquiriesand requestsbased on availablecompany’stools and resourceswithin the standard and communicated Service Level Agreements (SLAs).
Collect’s data and performs customer data analysis to recommend value – adding, differentiated solutions/services.
Provides customer insights from customer data collection and performs analysis of solutions, gaps, customer research and of competitor’s products andofferings.
Resolve’s incident and issue as it arises.
Escalates issues/concerns to theappropriateunit/squad of thecompany.
Prepares initialassessment,Transaction Issue Cause Action Resolution needed (TICAR) endorsement and/orFacts of the Case (FOTC) analysis and recommends solutions and Next issue avoidance (NIA).
Promotes Digital tools’ utilization to our customers.
Ensures accurate ticketcategorization,assignment,and endorsements.
Ensures that raised production tickets are closed within service level agreement.
Provides updates, feedback, and resolution to the customers from time to time.
Reviews and assesses Service Request/s raised by the business and ensures development is within committed schedule.
Provides inputs for customer solutions powered by data analytics.
Promotes and participates in collaborations to address common issues/concerns.
Recommends process improvementinitiatives.
Performsother functions/channel assignmentas may be assigned.

Personalized Service Interactions based on Customer Segment

Performs multi-channel roles such as:
Receives incoming Inbound Calls
Answer incoming calls andassistcustomers with inquiries or issues.
Resolve complaints and provideaccurateproduct or service information.
Log all interactions in the system and follow up as needed.
Escalate unresolved issues toappropriateteam.
Meet performance goals for call handling and customer satisfaction.
Facilitates Outbound call outs/care calls related to:
- Promotes Digital channels and Platforms to our Customers.
Resolves and monitors customer concerns up to resolution.
Escalatesun-answeredconcerns and follow ups to Process Owner and Customer Care.
Provides feedback and updates regularly and as committedwithour customers.
Ensurestimelyandaccuratelogging of eventsand updatesin monitoring file or ticketing system.

Embed a customer – Obsessed Culture

Achievesdailysetproductivitytarget.
Ensures quality handling of transactions, feedback, and case resolutions.
Ensuresthat all company policies, procedures, programs, andinstructionare carried out.
Befamiliarand understand Pru Life UK Compliance Standards. Must be fully aware of his/her responsibilities and competent to carry them out to the required standards. Must report all compliance matters openly and honestly to their Compliance Officerin accordance withthe reporting requirementsoperatedby the Compliance Officer. Mustoperatea process within his/her department to ensure that all relevant compliance matters areidentifiedand reported.
Adhereswith company’scode of ethics/discipline.
Provides FAQs for Brand/product campaigns.
Endorses potential leads to Process Owner
Pre-screens ofsubmitteddocuments and forms priorProcessOwner and Customer Care endorsement.
Updates contact informationofthe Customers.
Validates Customer identity beforeproceedingto any transactions.
Modifies social media messages (hides,blocksand marks as spam) based oncompany’ssocial media guidelines.
X (previously known as Twitter)
Instagram
Facebook
Responds to public and private messages received from the following social media channels.
Answers emails received fromCompany’smailboxes.
Promotion of Digital channels and Platforms
Giving transaction feedback and updates
Issues and incidents solutioning
Transaction requirements reminder and confirmation
Upcoming and on-going company campaigns

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.

Prudential plc, headquartered in Hong Kong and London, provides trusted financial security across Asia and Africa, serving 18 million customers with innovative life and asset management solutions.

Company size 10,001+ employees

Company type Public company

Total funding $462.6M Post IPO Debt

Momentum

Team growth

32% in 12 mo

37,172 employees on LinkedIn

Employee experience

What it’s like inside

3.6

1,830 reviews

62% would recommend