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 processes.
• People: Achieve goals and contribute to organizational learning and innovation.

Job Responsibilities:

• Deliver world-class customer service via telephone.
• Provide polite, professional, and accurate responses.
• Manage customer expectations and display ownership for customer requests.
• Liaise with departments to resolve customer issues.
• Stay updated on new or enhanced products/services to maintain high-quality service.
• Support Team Leaders and Managers in reviewing processes, identifying service gaps, and implementing improvements.
• Undertake other tasks allocated by management.

Job Requirements:

• At least a 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 is an added advantage.
• Fresh graduates 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 receive comprehensive training in Malaysia and/or Singapore.