Senior Officer / Officer, Customer Contact Centre (Hotline)

Prudential is seeking a Senior Officer / Officer to work in their Customer Contact Centre (Hotline).

As a service professional, you will provide best-in-class customer service via hotline, handling and resolving customer enquiries and requests on life and health insurance products in a professional manner.

Job Responsibilities:

• Provide and process information through systems and other departments in response to customer's enquiries and concerns about insurance products and services.
• Resolve customer dissatisfaction if necessary and proactively build long-term trust with customers during case handling.
• Arrange follow-up calls to respond to customer feedback in a timely and professional manner.
• Assist team leaders in handling escalated cases by offering the best alternative to clients.
• Provide on-the-job support to junior team members on complex enquiries.

Job Requirements:

• Tertiary education, passed IIQE Paper 1, 3, and 5
• 5 years of experience in Customer Service / Call Centre experience
• Experience in the insurance or financial industry will be an advantage
• Good written and spoken English and Chinese (including Putonghua)
• Proficient in Microsoft Office
• Customer-focused and result-oriented
• Highly organised and able to meet tight deadlines
• Good analytical and problem-solving skills
• Able to work independently under pressure and adapt to changes
• Able and enjoy working with people of diverse backgrounds, with good interpersonal skills
• Candidates with less experience may be considered as Officer