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 Summary

To handle incoming telephone enquiries, issues or complaints from customers relating to Prudential products or services.

To make ad-hoc outgoing calls to customers as required to resolve or follow-up any outstanding query.

PRINCIPAL DUTIES & RESPONSIBILITIES : Respond to incoming customer telephone calls, identify, meet and exceed customers’ expectations in a timely manner. Provide a polite, professional and accurate response in accordance with agreed service standards. Promptly and accurately complete all related administrative activities, in accordance with relevant service standards and to the customers’ satisfaction. Recognise when customer requirements are more appropriately dealt with elsewhere and refer them as appropriate. Liaise with other departments in the organization 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. Undertake outbound customer relationship management calls as and when appropriate. Record, produce and prepare any statistics and information required by the Management in relation to the preparation and production of reports as well as occasionally produce simple performance-based reports to Manager. Support Manager to continuously review processes, identify and resolve service gaps through constructive feedback, and implement process improvements where appropriate. Perform miscellaneous job-related duties and projects as assigned by superior.

JOB SPECIFICATION :

Degree in any field from a reputable and recognized university or college, OR Diploma with at least a year relevant working experience; OR STPM with at least 2 years relevant working experience; OR SPM with at least 2-3 years relevant working experience. Good command of spoken and written English and Bahasa Malaysia. Possess relevant working experience in a call center or customer service in servicing industry is an added advantage. Knowledge in insurance industry and call centre will be advantageous.

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. #J-18808-Ljbffr