# Assistant Manager, Customer Service

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

**Apply**: https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Macau/Assistant-Manager--Customer-Service_26030476?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3f563182-cac

## Description

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

This role will assist the Manager in supervising the Customer Service counter team to deliver a high standard of service for customers and distributors by overseeing day-to-day implementation effectively and efficiently.

**Job Responsibilities:**

- Respond to customer enquiries, feedback, and more complex or escalated cases with professionalism and care, ensuring a smooth and consistent customer experience.

- Provide timely guidance and coaching to the Customer Service team in handling customer enquiries and feedback, helping them build confidence and capability while continuously improving service quality.

- Act as Centre-in-charge to support and oversee the Customer Service team, ensuring the achievement of customer service performance KPIs (e.g., wait time, handling time, customer satisfaction score, NPS) through regular real-time monitoring.

- Motivate, coach, and develop team members to achieve strong performance and meet individual, team, and departmental objectives (e.g., turnover and team morale).

- Support the Manager in maintaining service continuity during peak periods, staff leave, or operational changes.

- Support the implementation of new initiatives, system enhancements, or service improvement projects introduced by management.

- Prepare regular monthly and ad-hoc management reports accurately and within agreed timelines.

**Job Requirements:**

- University graduate with a recognized degree.

- Passed IIQE Papers I, III, and V, or an equivalent professional license required in Macau.

- At least 6 years of experience in Customer Service Operations, including a minimum of 2 years in a supervisory or team-lead role.

- Enjoy working with people from diverse backgrounds and demonstrate strong interpersonal and people-management skills.

- Fluent in spoken and written English and Chinese, including Mandarin.

- Possess good analytical and problem-solving abilities, with sound judgment in handling service-related issues.

- Well-organized and self-motivated, with the ability to manage priorities and meet deadlines.

- Able to work independently under pressure and handle challenging situations in a calm, professional, and customer-friendly manner.

- Detail-oriented, proactive, and mature, with a positive and service-focused mindset.

- Strong organizational, multitasking, communication, and interpersonal skills.

- Proficient in MS Office applications, particularly MS Excel.

## Skills

### Required
- Customer Service
- Team Management
- Analytical Skills
- Problem-Solving
- Communication
- Interpersonal Skills
- MS Office
- MS Excel

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Source: [Apply at prudential.wd3.myworkdayjobs.com](https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Macau/Assistant-Manager--Customer-Service_26030476?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)