Customer Service Specialist (PLUK)

Prudential Hong Kong Limited; Manila; On-site; PHP 223,200 - 334,800; Full time

Job summary

A leading insurance and asset management firm in Manila seeks a customer service representative to handle transactions, feedback, and social media messages. The role includes achieving daily productivity targets and ensuring adherence to company policies. The ideal candidate must understand compliance standards and effectively manage customer inquiries. They will also pre-screen documents and collaborate with the Process Owner for endorsements. This position supports a diverse work environment, and individuals from all backgrounds are encouraged to apply.

Qualifications

• Must be fully aware of responsibilities and compliance standards.
• Ability to manage public and private messages on social media channels.
• Competence in handling various customer requests and concerns.

Responsibilities

• Achieves daily set productivity targets.
• Ensures quality handling of transactions and feedback.
• Responds to public and private messages from social media channels.

Job description

* Achieves daily set productivity target.* Ensures quality handling of transactions, feedback, and case resolutions.* Ensures that all company policies, procedures, programs, and instruction are carried out.* Adheres with company’s code of ethics/discipline.* Provides FAQs for Brand/product campaigns.* Endorses potential leads to Process Owner* Pre-screens of submitted documents and forms prior Process Owner and Customer Care endorsement.* Updates contact information of the Customers.* Validates Customer identity before proceeding to any transactions.* Modifies social media messages (hides, blocks and marks as spam) based on company’s social 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 from Company’s mailboxes.* Promotion of Digital channels and Platforms* Giving transaction feedback and updates* Issues and incidents solutioning* Transaction requirements reminder and confirmation* Customer satisfaction survey* Upcoming and on-going company campaignsBe familiar and 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 Officer in accordance with the reporting requirements operated by the Compliance Officer. Must operate a process within his/her department to ensure that all relevant compliance matters are identified and reported. **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 provides life and health insurance and asset management to 18 million customers across 24 markets in Asia and Africa.We are headquartered in London and Hong Kong and are focused on four strategic regions: Greater China, ASEAN, India and Africa. We are served by around 68,000 average monthly active agents and more than 200 bank partners.Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom.Find out more atFollow us on LinkedIn