Senior Officer / Officer, Customer Service Center (Counter)

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.

This role will provide and process information in response to customers’ enquiries, concerns, and requests in day-to-day counter operation at Customer Service Center effectively and efficiently.

Job Responsibilities:

• Provide and process information by referring to operation systems, guidelines, digitalization, and applications in response to customers’ enquiries, concerns and requests about insurance products and services
• Respond to customer feedback in a timely and professional manner to enhance customers’ satisfaction
• Support leaders to provide refreshment/enrichment training to new staff and offer advice to new and existing staff on case handling through regular case sharing to uplift service standard
• Communicate and coordinate with different functions/departments to maintain a harmonious relationship to enhance the operation efficiency and effectiveness
• Handle customer dissatisfaction, provide appropriate solutions and alternatives in a timely manner, and handle compliant cases assign by supervisors / escalations from junior staff
• Oversee and assess staff activities, providing guidance and immediate assistance to junior staff