Assistant Manager, Customer Service Center (Face-to-Face)

Job description

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. Assist Manager in providing information in response to customer's enquiries, supervising the Customer Service Center counter team (face-to-face) to deliver a high standard of service for customers and distributors by overseeing day to day implementation effectively and efficiently. Job Responsibilities: Provide and process information in response to customer’s enquiries, concerns and handle escalated cases, and ensure that all aspects of customer service are established well. Provide advice and solutions to staff to resolve customer feedback cases thru effective coaching so as to enhance customer satisfaction. Oversee day-to-day operations within the Customer Service Center(s), providing direct feedback to staff Act as a center-in-charge to supervise a Customer Service Center team to ensure achievement of Customer Service performance KPIs (wait time, handling time, Customer Satisfaction score, NPS, etc.) by conducting regular real time monitoring. Motivate, coach and develop staff to ensure top performance and achievement of individual, team and department objectives (e.g. turnover, average team morale score, etc.). Organize and design training program so as to enrich the teammates’ knowledge and service manner together with QA team on need basis Assist in resources planning management and allocation through roster management so as to maximize the function and production of individuals regularly Assist in implementing new initiatives by management so as to build a leading role in the area of customer service among other insurers in the market Prepare monthly and ad-hoc reports for management within the time limits Job Requirements: University graduate Passed IIQE Paper I, III & V 6 years of experience in Customer Service Operations, in which 2 years in supervisory role Good written/spoken English/Chinese (Including Mandarin) Good analytical and problem-solving skills Able and enjoy working with people of diverse backgrounds and with strong interpersonal skills MS Office and MS Excel Highly organized self-starter, with the ability to meet tight deadlines Able to work independently under pressure and deal with difficult situations in a friendly manner Attentive to details Positive, pro-active and mature Customer focused and result-oriented 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.