Executive, Customer Care Specialist 1

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 Scope :

The incumbent is responsible to handle inbound or outbound telephone calls, live-chats, emails or social media relating to enquiries, issues or complaints from customers about Prudential’s products and services, in delivery of consistent exceptional PRUexperience, care & quality and fulfillment of Service Levels.

PRINCIPAL DUTIES & RESPONSIBILITIES :

• Deliver the best ‘first impression’ and consistent exceptional PRUexperience to customers across all channels
• Ensure customers are given meaningful updates for non-FCR cases handled by Customer Care
• Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of non-FCR cases
• Deliver meaningful and value-added outbound services
• Handling to inbound or outbound customer telephone calls, live-chats, emails or social media in a polite and professional manner.
• Identifying customer’s needs and providing accurate responses in accordance with agreed quality, compliance and service level standards.
• Prompt and accurate in completing all related administrative activities, in accordance with relevant service standards and to the customers’ satisfaction.
• Managing and maintaining data integrity in all systems used.
• Liaise with other units and departments to resolve customers’ issues.
• Keep up to date with new or enhanced products / services in order to maintain a high level of quality service to customers.
• Undertaking outbound customer relationship management calls as and when appropriate.
• Recording and preparing any statistics or information required by Management.
• Supports Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.
• Performs any other job-related duties and projects as assigned by superior.
• Participates in adhoc projects and manages the development of key Customer Engagement innovations

JOB SPECIFICATION : 1. Qualifications

2. Experience

3. Knowledge