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PAMB | Executive, Customer Engagement Centres Specialist

2 months ago

Malaysia Prudential Plc Full time
Executive, Customer Engagement Centre Specialist

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners.

About the Role

The Executive, Customer Engagement Centre Specialist is responsible for delivering exceptional customer experiences across all channels, ensuring that customers' needs are met and exceeded.

  • Deliver exceptional customer experiences through consistent and polite interactions across all channels, including walk-ins, live chats, emails, and outbound telephone calls.
  • Provide meaningful updates to customers for non-resolved cases, ensuring that they are informed and valued.
  • Fulfill complex customer needs by performing timely escalations and proper handovers of non-resolved cases.
  • Identify customer needs and provide accurate responses in accordance with agreed quality, compliance, and service level standards.
  • Complete administrative tasks promptly and accurately, ensuring that customers' needs are met and exceeded.
  • Interact with customers to resolve simple to medium complex enquiries, providing solutions and support.
  • Maintain data integrity in all systems used, ensuring accuracy and reliability.
  • Liaise with other units and departments to resolve customers' issues and provide seamless support.
  • Stay up-to-date with new or enhanced products and services, ensuring that customers receive a high level of quality service.
  • Undertake outbound customer relationship management calls as and when appropriate, providing proactive support and solutions.
  • Record and prepare statistics and information required by Management, providing insights and analysis.
  • Support Management in reviewing processes, identifying and resolving service gaps, and implementing process improvements.
  • Perform other job-related duties and projects as assigned by superior, contributing to the success of the team.
About Prudential

Prudential is an equal opportunity employer, committed to providing equality of opportunity and benefits for all who apply and work for our organisation, irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time/fixed-term work, or any other status protected by applicable law.