Customer Service Specialist (PLUK)

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