# Assistant Manager, Customer Contact Centre

**Company**: Prudential
**Location**: Hong Kong
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Hong-Kong/Assistant-Manager--Customer-Contact-Centre_26070088-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_351c3446-a47

## Description

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

This role will assist Team Manager to supervise the hotline team in handling call-in customers enquiries effectively and support the new and junior staff on complex enquiries.

**Job Responsibilities:**

- Assist team manager to ensure the achievement of Customer Service performance KPIs (wait time, abandon rate, response time, etc.) through regular MI, call centre applications and real-time floor monitoring.

- Provide and process information through systems and other departments in response to customer’s concerns and complaints on escalated cases about insurance products and services.

- Provide advice, real-time support and solutions to team members to resolve customer feedback cases.

- Motivate, coach and develop staff to ensure top performance and achievement of individual and team objectives through on-the-job training and regular team meeting.

- Handle customer dissatisfaction and proactively build long term trust with customers by offering the best alternative during case handling.

- Assist team manager in resources planning to ensure sufficient manpower support.

- Conduct real time call monitoring to ensure the call quality and provide coaching to team members.

**Job Requirements:**

- Degree holder

- Passed IIQE exam Paper 1, 3 & 5

- Minimum 5 years of experience in Customer Service Operations, in which 2 years in supervisory role

- Experience in insurance or financial industry will be an advantage

- Good written/spoken English/Chinese (including Mandarin)

- Proficiency in Microsoft Office

- Self-motivated, organized and a committed team leader

- Strong leadership and interpersonal skills

- Able to work independently under pressure and deal with difficult situations in a friendly manner

- Good time management skills and able to meet tight deadlines

- Positive, pro-active and customer oriented

- Good analytical and problem solving skills

## Skills

### Required
- Customer Service
- Leadership
- Microsoft Office
- Analytical skills
- Problem-solving skills

### Nice to have
- Insurance
- Financial industry
- Supervisory role

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Source: [Apply at prudential.wd3.myworkdayjobs.com](https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Hong-Kong/Assistant-Manager--Customer-Contact-Centre_26070088-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)