Officer, Customer Service

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

As an Officer, Customer Service, you will deliver high-quality customer service by handling policy-related enquiries, service requests, and premium payments received through various service channels, while leveraging operational systems, digital tools, and established guidelines and procedures.

Key responsibilities include:

• Responding to customer enquiries and feedback in a timely, professional, and customer-centric manner to enhance customer satisfaction and service excellence.
• Addressing customer concerns and service issues promptly, providing appropriate solutions and alternatives, and handling complaint cases and escalated customer issues as assigned.
• Ensuring strict compliance with all applicable regulations, company policies, operational guidelines, and procedures.
• Coordinating effectively with internal departments and stakeholders to facilitate smooth operations and enhance service efficiency and effectiveness.
• Building and maintaining strong working relationships with colleagues and stakeholders through effective communication, teamwork, mutual respect, and knowledge sharing.
• Supporting continuous process improvement initiatives and contributing to enhancing the overall customer experience.
• Maintaining accurate records and documentation in accordance with operational and regulatory requirements.

Requirements:

• University degree in any discipline
• At least 2 years of experience in customer service operations
• Experience in the insurance or banking industry is an advantage
• Pass IIQE Papers 1 and 3 and obtain the relevant licenses as required
• Customer-focused mindset with a passion for service excellence
• Strong interpersonal skills and the ability to work effectively with people from diverse backgrounds
• Ability to work independently under pressure and handle challenging situations in a professional and customer-friendly manner
• Good command of written and spoken English and Chinese, including Putonghua
• Highly organized self-starter with the ability to meet tight deadlines
• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint