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Executive, Contact Centre-3

Prudential plcSubang Jaya, Selangor, Malaysia

2 days ago

Job description

This job is about helping customers at Prudential through phone support. You might like this job because you’ll provide top-notch service, solve problems, and grow in a welcoming team. Plus, training is included to help you succeed!

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.

Job Purpose :

The incumbent is responsible to provide an efficient and a high quality telephone servicing facility to customers (agents and policyholders) by meeting and exceeding their expectation. To achieve the following Key Performance Indicators (KPI) as a team :

Financial – Ensure the team achieves Service Level Agreements (SLA) and maintain cost effective management
Customer – Plan and organize Contact Center (CC) activities to meet and exceed customer standards and expectations
Operational Performance – To satisfy our customers and shareholders, to excel in business process
People – To achieve our goals and contribute to organization learning and innovation process.

Job Responsibilities :

The essential duties and responsibilities for the incumbent are as per below

Deliver world class customer service via telephone

Provide a polite, professional and accurate response

Manager customer's expectations and display ownership for customer's requests

Liaise with appropriate departments to resolve issues brought up by customers

Keep up-to-date on new or enhanced products / services in order to maintain a high level of quality service to customers

Support Team Leader and Managers to continuously review processes, identify and resolve service gaps through constructive feedback and implement process improvements where appropriate

Undertake any other works and duties allocated by management as and when required

Job Requirements :

At least Diploma or Degree in any field from a recognized college or university

Preferably 1 year of working experience in a call center and / or customer service role in the servicing industry.

Experience in handling international calls will be an added advantage.

Fresh graduates who are looking for challenges in customer service are encouraged to apply.

Good command of spoken and written English. Ability to speak and write Mandarin and / or Chinese dialects is an added advantage.

Good voice, clear pronunciation, good diction and able to vary intonation with empathy and good listening skills.

Enthusiastic, self-motivated and able to succeed in a fast pace customer focus environment.

Pleasant, patience and self-discipline.

Successful candidates will be provided with comprehensive training in Malaysia and / or Singapore.

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.

Job Requirements

Company Benefits

United through teamwork

Our teams are innovative, hands-on and collaborative. The power to share and collaborate requires respect, integrity and teamwork.

Open and collaborative culture

Our company is rooted in a rich heritage but to look to the future, we need new energy and perspectives.

Connect, Grow, Succeed

We are here to help our employees expand their skills and expertise in various areas.

Prudential Assurance Malaysia Berhad (PAMB) is a leading and innovative insurance company in Malaysia, serving the savings, protection and investment needs of Malaysians by offering a full range of financial solutions through its branches, agency force and bancassurance distribution partners network nationwide.Our purpose For Every Life, For Every Future is to provide simple and accessible financial and health...

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Executive • Subang Jaya, Selangor, Malaysia