Assistant Manager, Customer Service Center (Face-to-Face)

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

As an Assistant Manager in our Customer Service Center, you will provide information in response to customer's enquiries, supervise the Customer Service Center counter team (face-to-face) to deliver a high standard of service for customers and distributors by overseeing day-to-day implementation effectively and efficiently.

Job Responsibilities:

• Provide and process information in response to customer’s enquiries, concerns and handle escalated cases, and ensure that all aspects of customer service are established well.
• Provide advice and solutions to staff to resolve customer feedback cases through effective coaching so as to enhance customer satisfaction.
• Oversee day-to-day operations within the Customer Service Center(s), providing direct feedback to staff.
• Act as a center-in-charge to supervise a Customer Service Center team to ensure achievement of Customer Service performance KPIs (wait time, handling time, Customer Satisfaction score, NPS, etc.) by conducting regular real-time monitoring.
• Motivate, coach and develop staff to ensure top performance and achievement of individual, team and department objectives.
• Assist in resources planning management and allocation through roster management so as to maximize the function and production of individuals regularly.
• Assist in implementing new initiatives by management so as to build a leading role in the area of customer service among other insurers in the market.
• Prepare monthly and ad-hoc reports for management within the time limits.

Job Requirements:

• University graduate
• Passed IIQE Paper I, III & V
• 6 years of experience in Customer Service Operations, in which 2 years in supervisory role
• Good written/spoken English/Chinese (Including Mandarin)
• Good analytical and problem-solving skills
• Able and enjoy working with people of diverse backgrounds and with strong interpersonal skills
• MS Office and MS Excel
• Highly organized self-starter, with the ability to meet tight deadlines
• Able to work independently under pressure and deal with difficult situations in a friendly manner
• Attentive to details
• Positive, pro-active and mature
• Customer-focused and result-oriented