Customer Service Specialist (PLUK)

We are seeking a Customer Service Specialist to interact with customers, provide information, handle and resolve complaints, and promote digital tools. As a Customer Service Specialist, you will be the first point of contact for non-face-to-face customer interactions.

Responsibilities:

• Provide accurate and timely responses to customer inquiries and requests
• Collect data and perform customer data analysis to recommend value-added solutions
• Resolve incidents and issues as they arise
• Escalate issues to the appropriate unit or squad
• Prepare initial assessments and recommendations for solutions
• Promote digital tools to customers
• Ensure accurate ticket categorization and closure within service level agreements

Personalized Service Interactions:

• Perform multi-channel roles, including receiving inbound calls and assisting customers
• Resolve complaints and provide accurate product or service information
• Log all interactions in the system and follow up as needed

Effective Customer Engagement:

• Drive first contact resolution
• Resolve and monitor customer concerns
• Escalate unanswered concerns to process owners
• Provide feedback and updates to customers

Embed a Customer-Obsessed Culture:

• Achieve daily productivity targets
• Ensure quality handling of transactions and case resolutions
• Familiarize yourself with Pru Life UK Compliance Standards
• Adhere to company code of ethics and discipline