Senior Officer / Officer, Customer Service Center (Counter)

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

This role will provide and process information in response to customers' enquiries, concerns, and requests in day-to-day counter operation at Customer Service Center effectively and efficiently.

Job Responsibilities:

• Provide and process information by referring to operation systems, guidelines, digitalization, and applications in response to customers' enquiries, concerns and requests about insurance products and services
• Respond to customer feedback in a timely and professional manner to enhance customers' satisfaction
• Support leaders to provide refreshment/enrichment training to new staff and offer advice to new and existing staff on case handling through regular case sharing to uplift service standard
• Communicate and coordinate with different functions/departments to maintain a harmonious relationship to enhance the operation efficiency and effectiveness
• Handle customer dissatisfaction, provide appropriate solutions and alternatives in a timely manner, and handle compliant cases assign by supervisors / escalations from junior staff
• Oversee and assess staff activities, providing guidance and immediate assistance to junior staff

Job Requirements:

• Secondary education or above
• Passed IIQE paper 1, 3 and 5
• 5 years of experience in Customer Service Operations
• Good written/spoken English and Chinese (including Putonghua)
• Good analytical and problem solving skills
• Able and enjoy working with people of diverse backgrounds, with strong interpersonal skills
• 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
• Customer focused and result-oriented
• Candidates with less experience may be considered as Officer