Description

Prudential's purpose is to help people get the most out of life.

The Executive, Contact Centre role provides an efficient and high-quality telephone servicing facility to customers.

Job Purpose: The incumbent is responsible for meeting and exceeding customer expectations, achieving Key Performance Indicators (KPI) as a team:

Financial: Ensure the team achieves Service Level Agreements (SLA) and maintain cost-effective management
Customer: Plan and organize Contact Center (CC) activities to meet and exceed customer standards and expectations
Operational Performance: Excel in business processes to satisfy customers and shareholders
People: Achieve goals and contribute to organizational learning and innovation

Job Responsibilities:

Deliver world-class customer service via telephone
Provide polite, professional, and accurate responses
Manage customer expectations and display ownership for customer requests
Liaise with departments to resolve customer issues
Stay updated on new or enhanced products/services to maintain high-quality service
Support Team Leaders and Managers in reviewing processes, identifying service gaps, and implementing improvements
Undertake other duties allocated by management

Job Requirements:

At least Diploma or Degree in any field from a recognized college or university
Preferably 1 year of working experience in a call center and/or customer service role in the servicing industry
Experience in handling international calls is an added advantage
Fresh graduates are encouraged to apply
Good command of spoken and written English; ability to speak and write Mandarin and/or Chinese dialects is an added advantage
Good voice, clear pronunciation, and empathetic listening skills
Enthusiastic, self-motivated, and able to succeed in a fast-paced customer-focused environment
Pleasant, patient, and self-disciplined
Successful candidates will receive comprehensive training in Malaysia and/or Singapore.