# Executive, Contact Centre

**Company**: Prudential
**Location**: Kuala Lumpur
**Experience**: executive
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Kuala-Lumpur/Executive--Contact-Centre_25110343-6?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_1fb1d214-bb1

## Description

Prudential's purpose is to be partners for every life and protectors for every future.

The Executive, Contact Centre role is responsible for providing an efficient and high-quality telephone servicing facility to customers, meeting and exceeding their expectations.

Key accountabilities and responsibilities:

- Respond to incoming telephone calls, identifying, meeting, and exceeding caller's expectations in a timely manner

- Provide excellent customer service experience consistently, giving accurate responses in accordance with agreed service standards

- Achieve individual and team KPIs, including Service Level Agreements (SLA), abandon rate, handling time, and schedule adherence

- Manage customer's expectations and display ownership of customer's requests

- Liaise with appropriate departments to resolve issues brought up by customers

- Keep up to date on new or enhanced products/services to maintain a high level of quality service to customers

- Undertake outbound calls to deliver excellent customer response whenever required

- Adhere and prepare statistical information required by Management in relation to Call Logging activities

- Support Team Leaders, Associate Managers, and Manager to continuously review processes and implement improvements

Qualifications and experience:

- Basic Diploma/Degree and/or professional life insurance qualification (e.g., ACII, AMII, AAII, FLMI)

- Preferably 1-2 years of working experience in the insurance industry or Contact Centre environment

- English and/or Mandarin language skills

- Minimum typing speed of 20 words per minute

Knowledge, skills, and abilities:

- Clarity in speech, patient, good listening, and situation handling skills

- Ability to navigate for information and knowledge on knowledge base

- Ability to define problems, collect data, establish facts, and draw valid conclusions

- Ability to work in a dynamic team environment

- Ability to understand and work within a structured, process-oriented environment

## Skills

### Required
- customer service
- communication
- problem-solving
- teamwork
- time management

### Nice to have
- life insurance
- Contact Centre experience
- English and/or Mandarin language skills

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Source: [Apply at prudential.wd3.myworkdayjobs.com](https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Kuala-Lumpur/Executive--Contact-Centre_25110343-6?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)