# Customer Service Specialist (PLUK)

**Company**: Pru Life U.K.
**Location**: Metro Manila
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Metro-Manila/Customer-Success-Engineer_26030651?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_ae2e7bcd-c2c

## Description

We are seeking a Customer Service Specialist (PLUK) to join our team.

As a Customer Service Specialist, you will interact with customers to provide information in response to inquiries about products and services, handle and resolve complaints across all available channels/touchpoints of Contact Center.

Key Responsibilities:

- Provide accurate and timely responses to customer inquiries and requests based on available company tools and resources within the standard and communicated Service Level Agreements (SLAs)

- Collect data and perform customer data analysis to recommend value-adding, differentiated solutions/services

- Resolve incidents and issues as they arise

- Escalate issues/concerns to the appropriate unit/squad of the company

- Prepare initial assessment, Transaction Issue Cause Action Resolution needed (TICAR) endorsement and/or Facts of the Case (FOTC) analysis and recommend solutions and Next issue avoidance (NIA)

- Promote digital tools' utilization to customers

- Ensure accurate ticket categorization, assignment, and endorsements

- Ensure that raised production tickets are closed within service level agreement

- Provide updates, feedback, and resolution to customers from time to time

Personalized Service Interactions based on Customer Segment:

- Perform multi-channel roles such as receiving incoming Inbound Calls, answering incoming calls, and assisting customers with inquiries or issues

- Resolve complaints and provide accurate product or service information

- Log all interactions in the system and follow up as needed

- Escalate unresolved issues to the appropriate team

Effective Customer Engagement:

- Drive First contact resolution

- Resolve and monitor customer concerns up to resolution

- Escalate unanswered concerns and follow-ups to Process Owner and Customer Care

- Provide feedback and updates regularly and as committed with customers

Embed a Customer-Obsessed Culture:

- Achieve daily set productivity target

- Ensure quality handling of transactions, feedback, and case resolutions

- Ensure that all company policies, procedures, programs, and instructions are carried out

- Be familiar and understand Pru Life UK Compliance Standards

- Adhere to the company's code of ethics/discipline

## Skills

### Required
- customer service
- data analysis
- problem-solving
- communication

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Source: [Apply at prudential.wd3.myworkdayjobs.com](https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Metro-Manila/Customer-Success-Engineer_26030651?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)