Executive, Contact Centre

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

The Executive, Contact Centre is responsible for providing an efficient and high-quality telephone servicing facility to customers, meeting and exceeding their expectations.

Key Performance Indicators (KPI):

• Financial: Ensure the team achieves Service Level Agreements (SLA) and maintain cost-effective management
• Customer: Plan and organize Contact Center (CC) activities to meet and exceed customer standards and expectations
• Operational Performance: Satisfy customers and shareholders, excel in business process
• People: Achieve goals and contribute to organization learning and innovation process

Job Responsibilities:

• Deliver world-class customer service via telephone
• Provide polite, professional, and accurate responses
• Manage customer's expectations and display ownership for customer's requests
• Liaise with appropriate departments to resolve issues brought up by customers
• Keep up-to-date on new or enhanced products/services to maintain a high level of quality service to customers
• Support Team Leader and Managers to continuously review processes, identify and resolve service gaps, and implement process improvements
• Undertake any other works and duties allocated by management as and when required

Job Requirements:

• At least Diploma or Degree in any field from a recognized college or university
• Preferably 1 year of working experience in a call center and/or customer service role in the servicing industry
• Experience in handling international calls will be an added advantage
• Fresh graduates who are looking for challenges in customer service are encouraged to apply
• Good command of spoken and written English; ability to speak and write Mandarin and/or Chinese dialects is an added advantage
• Good voice, clear pronunciation, good diction, and able to vary intonation with empathy and good listening skills
• Enthusiastic, self-motivated, and able to succeed in a fast-paced customer-focused environment
• Pleasant, patient, and self-disciplined
• Successful candidates will be provided with comprehensive training in Malaysia and/or Singapore.