Senior Officer / Officer, Customer Service Center (Counter)

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. This role will provide and process information in response to customers’ enquiries, concerns, and requests in day-to-day counter operation at Customer Service Center effectively and efficiently. Job Responsibilities: Provide and process information by referring to operation systems, guidelines, digitalization, and applications in response to customers’ enquiries, concerns and requests about insurance products and services Respond to customer feedback in a timely and professional manner to enhance customers’ satisfaction Support leaders to provide refreshment/enrichment training to new staff and offer advice to new and existing staff on case handling through regular case sharing to uplift service standard Communicate and coordinate with different functions/departments to maintain a harmonious relationship to enhance the operation efficiency and effectiveness Handle customer dissatisfaction, provide appropriate solutions and alternatives in a timely manner, and handle compliant cases assign by supervisors / escalations from junior staff Oversee and assess staff activities, providing guidance and immediate assistance to junior staff Job Requirements: Secondary education or above Passed IIQE paper 1, 3 and 5 5 years of experience in Customer Service Operations Good written/spoken English and Chinese (including Putonghua) Good analytical and problem solving skills Able and enjoy working with people of diverse backgrounds, with strong interpersonal skills 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 Customer focused and result-oriented 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.