Customer Success Specialist - Multi-Channel & Insights

Prudential Hong Kong Limited; Manila; On-site; PHP 360,000 - 420,000; Full time

Job summary

Prudential Hong Kong Limited is seeking a Customer Service Specialist to engage with clients across multiple channels, provide accurate information on products and services, and resolve inquiries promptly. You will collect data, analyze customer trends, and contribute to process improvements while adhering to compliance standards.

The role emphasizes first-contact resolution, timely case updates, and promoting digital channels to enhance the customer experience.

Qualifications

• Experience handling customer inquiries across channels and resolving issues.
• Ability to analyze customer data to identify trends and propose improvements.
• Familiarity with compliance standards and privacy considerations.

Responsibilities

• Handle inbound inquiries and provide accurate information on Prudential products and services.
• Resolve complaints and work towards first-contact resolution across channels.
• Log interactions, follow up, and escalate when necessary while meeting SLAs.
• Promote and educate customers on digital tools and platforms.

Skills

Customer service

Multi-channel communication

Data analysis

Issue resolution

Compliance awareness

Tools

Ticketing system

CRM systems

Job description

Prudential Hong Kong Limited is seeking a Customer Service Specialist to engage with clients across multiple channels, provide accurate information on products and services, and resolve inquiries promptly. You will collect data, analyze customer trends, and contribute to process improvements while adhering to compliance standards.

The role emphasizes first-contact resolution, timely case updates, and promoting digital channels to enhance the customer experience.