Executive, Customer Engagement Centres Specialist

2 weeks ago


Ipoh, Perak, Malaysia Prudential plc Full time
Prudential's purpose is to help people get the most out of life.

We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners.

We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions.

We pledge to make Prudential a place where you can Connect, Grow and Succeed.

calls relating to enquiries, issues or complaints from customers about Prudential's products

and services, in delivery of consistent exceptional PRUexperience, care & quality and

fulfillment of Service Levels

  • Deliver the best 'first impression' and consistent exceptional PRUexperience to customers across all channels
  • Ensure customers are given meaningful updates for nonFCR cases handled by Customer Engagement Centres
  • Ensure complex customer's needs are fulfilled by performing timely escalation and proper handover of nonFCR cases
  • Handling to walkins, live chats and outbound customer telephone calls in a polite and professional manner.
  • Identifying customer's needs and providing accurate responses in accordance with agreed quality, compliance and service level standards.
  • Prompt and accurate in completing all related administrative activities, in accordance with relevant service standards and to the customers' satisfaction.
  • Interaction in fulfilling customer simple to medium complex enquiry.
  • Liaise with other units and departments to resolve customers' issues.
  • Keep up to date with new or enhanced products / services in order to maintain a high level of quality service to customers.
  • Recording and preparing any statistics or information required by Management.
  • Supports Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.
  • Performs any other jobrelated duties and projects as assigned by superior.
  • Participate in adhoc projects and manages the development of key Customer Engagement
innovations.

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