Assistant Manager, Customer Contact Centre

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