Customer Service Specialist (PLUK)

We are seeking a Customer Service Specialist (PLUK) to join our team in South Luzon. As a Customer Service Specialist, you will partner with agency leaders and premier agents to drive accelerated growth to their PRU business, deliver agency experience related to customer operations and customer management, and drive customer loyalty and Net Promoter Scores (NPS).

Agency Business Partnering

• Partner with agency leaders to determine drivers and blockers to their business and raise these to the appropriate channels or internal teams for quick and accurate resolution.
• Build strong and trusting relationships with agency leaders and their teams.
• Prepare and present daily customer operations data to demonstrate added value and working together in building the business at speed and scale.
• Track and report the resolution of concerns raised and manage the execution of initiatives.
• Collaborate with agencies to come up with preventive measures to ensure next issue avoidance and identify possible improvement opportunities.

Customer Success Delivery

• Support the management team on agency experience-related matters as the main point of contact for agency leaders and premier agents.
• Resolve simple inquiries and requests from agencies about New Business, After Sales, and Claims.
• Escalate complex inquiries and requests to the appropriate channels and internal teams.
• Handle feedback given by agencies, including detractors from the Agency NPS Survey.
• Provide a fast lane for the processing of transactions submitted by assigned agencies.

Operations Project Delivery

• Provide documentation and enhancement of processes, guidelines, and procedures through active participation in Operations projects.
• Support the writing of user stories and user acceptance testing on new systems or initiatives.
• Present data cohesively to lead to insights and decision-making.

Compliance

• Ensure that all company policies, procedures, programs, and instructions are carried out.
• Familiarize yourself with Pru Life UK Compliance Standards and report all compliance matters openly and honestly.