Executive, Customer Care Specialist 1 - Ipoh

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

• 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
• Minimum typing speed of 20 words per minute.

1. Experience

• Good command of spoken and written English and Bahasa Malaysia.
• Ability to speak Mandarin and/or other dialects will be advantageous.
• Relevant working experience in a call centre or in servicing industry will be advantageous.

1. Knowledge

• Knowledge in Customer Care operations involving calls, correspondences and live chat.
• Knowledge in insurance industry especially the company’s products/ processes and digital technologies will be advantageous.

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.