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.
- Ensure customers are given meaningful updates for non-FCR cases handled by Customer
Engagement Centers.
Ensure complex customer’s needs are fulfilled by performing timely escalation and properhandover of non-FCR cases.
Deliver meaningful and value-added outbound services.Prompts disseminate of information to team members in ensuring accurate and updatedpolicy information is conveyed to customers.
Investigate, rectify and perform root cause analysis by adopt the 5-why approach oncomplaints or feedback lodged against team members.
Handle escalated enquiry and perform service recovery.Resolve customer request / complaints in an efficient and timely manner within ServiceLevel.
Monitor team adherence, punctuality and overall discipline.To coach and provide motivational assistance to the team to better manage retention.Conduct debriefs sessions and monthly performance updates and identify serviceimprovements ideas or areas.
Ensure consistent service monitoring on team members to ensure quality, efficiency andcompliance.
Motivate, coach and develop team members to ensure they deliver the expected level ofservice or higher.
Identify knowledge gaps and training needs.Ensure manpower is optimized at all times and daily service level target are met.Ensure team complies with company and regulator policies. eg. BNM, LIAM.Liaise with relevant department to resolve issues.Liaise with external service provider when necessary to perform any other duties asassigned.
Keep up to date on new enhanced products / services in order to maintain a high level ofquality service to customers.