Executive, Contact Centre

The essential duties and responsibilities for the incumbent are as per below:
1. Respond to incoming telephone calls, identify, meet, and exceed caller’s expectations in a timely manner. Provide an excellent customer service experience consistently and giving the accurate response in accordance with agreed service standards.
a. CC KPIs (SL, abandon rate, handling time and schedule adherence).
b. To provide excellent customer service experience to the customers consistently.
c. To achieve individual and team KPIs.
2. Promptly and accurately complete all related administrative activities, in accordance with relevant service standards and to the customers’ satisfaction.
a. Timeliness in completing all administrative activities that is within the SLA.
b. To achieve good ratings of customer satisfaction survey as a team.
c. Follow call resolution procedures.
3. Must be able to manage customer’s expectations and displayed ownership of customer’s request.
a. Creation of service tickets within the same day.
b. 100% usage of Customer Relationship Management (CRM) system to escalate cases.
c. Ensure only genuine escalation to relevant department.
d. Advice customer of the solution offered and expected resolution time as per SLA.
e. Take ownership of his/her case until complete resolution is achieved by follow up and follow through to ensure customer needs and expectations are met.
f. Works as a team, building rapport and trust, to ensure customer service is not hampered.
4. Liaise with appropriate departments in the organization to resolve issues brought up by customers.
a. Ensure service tickets are created and assigned to the appropriate departments for further action.
b. Provide sufficient and accurate information in the system to ensure processing efficiency.
c. Ensure consistency in proper cases and/or callbacks logging practices.
5. Keep up to date on new or enhanced products/services in order to maintain a high level of quality service to customers.
a. Attend trainings, briefings, workshops, seminars, and focus group discussions as required.
b. Take initiative to ensure knowledge of products and services offered by Prudential and its policies and guidelines is up to date.
c. To provide up-to-date and accurate information to customers.
6. Undertake outbound calls to deliver excellent customer response whenever required.
a. Make outbound calls for follow-ups, callbacks, or proactive customer engagement as assigned
b. Ensure timeliness and accuracy in addressing customer enquiries during outbound interactions.
c. Maintain professionalism and service quality during outbound calls to meet customer expectations and KPIs.
7. Adhere and prepare any statistical information required by the Management in relation to Call Logging activities.
a. Timely and accurate submission of call statistics report.
b. Comply with company and regulatory policies.
8. Support Team Leaders, Associate Managers and Manager to continuously review processes, identify and resolve service gaps through constructive feedback, and implement process improvements where appropriate.
a. Timely implementation of actions required.
b. To participate in team meetings and discussions organized by Team Leaders.
c. Provide constructive feedback and recommend alternatives whenever required.
d. Take initiative to be aware of performance delivered by self, department and the company.
9. Support Team Leader whenever required for operation.
a. Ad-hoc bases, required to support as floor support by liaising with appropriate departments in the organization to resolve issues brought up by CSRs or customers.
b. Handle outstanding cases and escalations within Service Level
c. Assist on administrative related task.
d. Provide floor support assistance by guiding the CSRs.
e. Demonstrate the capability of supporting CSRs for technical or difficult case or enquiries.
f.…

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.