Assistant Manager, Customer Relations

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

Join our Customer Relations team and make a meaningful impact on customer experience. As a trusted voice of the customer, you will turn feedback and escalations into insights that influence business decisions, enhance customer outcomes, and drive continuous improvement across the organisation.

Job Responsibilities:

• Investigate and resolve customer feedback, complaints and escalated cases received from customers, distribution channels, employees and regulatory bodies, ensuring timely and professional handling in accordance with company standards and service commitments.
• Analyse complaint cases and customer feedback to identify service gaps, process inconsistencies, operational inefficiencies and emerging trends. Work closely with relevant stakeholders to recommend and support customer experience improvement initiatives.
• Collaborate with internal departments to facilitate efficient complaint resolution and drive service recovery solutions that enhance customer satisfaction and trust.
• Participate in User Acceptance Testing (UAT) for system enhancements and provide feedback to ensure system functionality, accuracy and customer-centric outcomes.
• Assist in preparing regular management reports and complaint analytics to monitor case progress, identify trends and support reporting requirements for Sales Channels, Compliance and other stakeholders.

Job Requirements:

• University degree holder
• 5+ years' relevant experience in customer service, complaint management or customer relations
• Insurance or financial services experience preferred
• Excellent written and verbal communications skills in English and Chinese (Cantonese and Mandarin)
• Proficient in Microsoft Office and AI-enabled workplace tools
• Strong analytical thinking, problem-solving and interpersonal skills
• Self-motivated, resilient and able to manage multiple priorities