Contract Officer, Customer Contact Centre (Hotline & Live Chat, 12 months contract)

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

Act as Prudential's service professional, providing best-in-class customer service through hotline, live chat and digital channels. Handle customer enquiries and requests related to life and health insurance products efficiently and professionally while delivering an excellent digital customer experience.

Job Responsibilities:

• Provide and process information through systems and other departments, in response to customer channel’s enquiries about insurance products and services according to company service standards and professional manners with tactful customer service skills.
• Arrange follow-up call to follow up and respond to customer’s enquiry/request/feedback which received via other touch points, such as sales channel, email, letter, live chat and etc.
• Handle and resolve customer’s special request and feedback, conduct simple investigation and fact finding, then propose solution to team manager for review and approval before reverting to customer.
• Support company initiatives by promoting different types of self-service, and any ad hoc task to achieve the desired result of business objectives.
• Participate in team meetings and training to ensure an up-to-date knowledge and information to handle different types of enquiries.

Job Requirements:

• University graduate / HKDSE / HKALE / HKCEE / Diploma qualification
• Minimum 3-5 years of experience in customer service, contact centre, live chat support, or digital servicing in insurance or financial industry.
• Passed IIQE Paper 1, 3 and 5 will be an advantage
• Good telephone manner and service attitude, able to follow company guidelines and adhere to service quality standard to deliver policy enquiry service
• Excellent written and spoken English and Chinese (including Putonghua).
• Strong written communication, typing, and grammar skills with the ability to deliver clear and professional responses. Ability to manage multiple live chat conversations simultaneously while maintaining service quality.
• Customer-centric mindset with strong interpersonal skills.
• Strong problem-solving and analytical skills.
• Proficient in Microsoft Office and customer relationship management (CRM) systems.
• Ability to work under pressure and meet productivity and service-level targets.
• Ability to work effectively in a fast-paced environment and meet service level, productivity, and quality targets.