Senior Officer / Officer, Customer Contact Centre (Hotline)

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.

Act as Prudential’s service professional, to provide the best-in-class customer service via hotline, to handle and resolve customers enquires and request on life and health insurance products in a professional manner.

Job Responsibilities:

• Provide and process information through systems and other departments in response to customer’s enquiries and concerns about insurance products and services.
• Resolve customer dissatisfaction if necessary and proactively build long term trust with customers during case handling.
• Arrange follow up call to respond to customer feedback in a timely and professional manner.
• Assist team leaders to handle escalated case by offering the best alternative to client.
• Provide on-the-job support to junior team members on complex enquiries.

Job Requirements:

• Tertiary education, passed IIQE Paper 1, 3 and 5
• 5 years of experience in Customer Service / Call Centre experience
• Experience insurance or financial industry will be an advantage
• Good written/spoken English and Chinese (including Putonghua)
• Proficient in Microsoft Office
• Customer focused and result oriented
• Highly organized and able to meet tight deadline
• Good analytical and problem solving skills
• Able to work independently under pressure and adapt to changes
• Able and enjoy working with people of diverse backgrounds, with good interpersonal skills
• Candidates with less experience may be considered as Officer

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.