Executive, Contact Centre

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