Assistant Manager, Customer Care
6 months ago
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. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
The incumbent plans, coordinates and directs the support service delivery to customers. This position leads and manages a team of Customer Care Frontline Executive/AM in delivery of consistent exceptional PRUexperience, care & quality and fulfillment of service level standards.
The Manager is responsible for his/ her team’s performance against specific KPIs established. He/ she will also work closely with inter/ intra departments towards achieving departmental and organizational goals.
PRINCIPAL DUTIES & RESPONSIBILITIES:
- Deliver the best ‘first impression’ and consistent exceptional PRUexperience to customers across all channels
- Ensure customers are given meaningful updates for non-FCR cases handled by Customer Care
- Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of non-FCR cases
- Deliver meaningful and value-added outbound services
- Prompt disseminate of information to team members in ensuring accurate and updated policy information is conveyed to customers.
- Investigate, rectify and perform root cause analysis by adopt the 5-why approach on complaints or feedback lodged against team members.
- Handle escalated calls and perform service recovery.
- Resolve customer request/ complaints in an efficient and timely manner within Service Level.
- Monitor team adherence, punctuality and overall discipline.
- To coach and provide motivational assistance to the team to better manage retention.
- Conduct debrief sessions and monthly performance updates and identify service improvements ideas or areas.
- Ensure consistent call monitoring on team members to ensure quality, efficiency and compliance.
- Motivate, coach and develop team members to ensure they deliver the expected level of service or higher.
- Identify knowledge gaps and training needs.
- Ensure manpower is optimized at all times and daily service level target are met.
- Ensure team complies with company and regulator policies. eg. BNM, LIAM.
- Liaise with relevant department to resolve issues.
- Liaise with external service provider when necessary to perform any other duties as assigned.
- Keep up to date on new enhanced products / services in order to maintain a high level of quality service to customers.
- Participates in adhoc projects and manages the development of key Customer Engagement innovations
JOB SPECIFICATION:
**Qualifications**:
- Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Master’s Degree, any field.
Experience
- At least 5 years of Customer Care experience in managerial or leadership role with proven track records.
- Minimum 2 year of experience in the insurance industry is advantageous.
- Good command of spoken and written English. Ability to speak Mandarin and/or other dialects will be advantageous.
- Able to work and manage in a fast pace and stressful environment.
- Able to multi-task to take on ad-hoc projects.
- Able to resolve customer complaint and perform service recovery by display Core Value in all interactions with customer.
- Must be self-directed and able to meet deadlines with mínimal supervision.
- Demonstrated organizational and time management skills.
- Exercise flexibility and highly self-motivated.
- Ability to handle confidential material relating to employee and company information.
Knowledge
- Knowledge in Customer Care operations involving calls, correspondences and live chat.
- Knowledge in insurance industry especially the company’s products/ processes and digital technologies will be advantageous.
-
Customer Assistant
6 months ago
Hulu Perak, Malaysia Watson's Personal Care Stores Sdn Bhd Full time**Requirements**: - Required languages: Bahasa Malaysia, English - Able to work shifts, weekends and public holidays. - Fresh graduates / school leavers encouraged to apply. - Full-time positions. **Responsibility**: **Customer Assistant** Maintain a professional level of customer service in promoting the company's products: - Provide professional...
-
Customer Assistant
6 months ago
Hulu Perak, Malaysia Watson's Personal Care Stores Sdn Bhd Full time**Requirements**: - Required languages: Bahasa Malaysia, English - Able to work shifts, weekends and public holidays. - Fresh graduates / school leavers encouraged to apply. - Full-time positions. **Responsibility**: **Customer Assistant** Maintain a professional level of customer service in promoting the company's products: - Provide professional...
-
Executive, Customer Care Specialist 1
6 months ago
Perak, Malaysia Prudential plc Full timePrudential’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. We provide a platform for our people to do their best work and make an impact to the business, and we support...
-
Pharmacy Assistant
6 months ago
Hilir Perak, Malaysia APMRC SDN BHD Full timeGive general assistance with daily pharmacy activities. Take prescriptions from clients in person and over the phone. Measure and mix drugs according to prescriptions. Package, label and dispense medications. Check inventory and restock drugs and other items. Check for expired medications and discard it properly. Help customers find what they need or send...
-
Customer Engagement/service Assistant
6 months ago
Hilir Perak, Malaysia Lagenda Properties Berhad Full timeEnsure smooth Customer Service function in accordance with policies and guidelines adopted. - Carry out daily operations smoothly and diligently. - Respond to and resolve defects or complaints raised by customers within the time frames set up, with the assistance of HODs concerned. - Report immediately to HOD on matters arising, whenever necessary. Always...
-
Assistant Sales Manager
6 months ago
Perak, Malaysia TC Management Services Corporation Sdn Bhd Full time**Responsibilities**: - Assist Head of Branch (NISSAN) to manage sales performance - Able to coach and lead sales force to become good performers - Able to plan and implement sales and marketing activities strategically - Manage customer relationship and implement high customer service standard set by company **Requirements**: - Diploma in business...
-
Executive, Customer Engagement Centres Specialist
6 months ago
Perak, Malaysia Prudential plc Full timePrudential’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. We provide a platform for our people to do their best work and make an impact to the business, and we support...
-
Pharmacy Assistant/ Retail Assistant
7 months ago
Hilir Perak, Malaysia HTM Pharmacy Group Full timeWe are looking for a competitive Retail Assistant to help customers identify and purchase products they desire. Retail Assistant duties include selling, restocking and merchandising. The goal is to provide high-class customer service and to increase the company’s growth and revenue through sales maximisation. **Job Profile**: - Assist with drug...
-
Clinic Assistant Driver
6 months ago
Perak Tengah, Malaysia Qualitas Medical Group Full timeAssist Doctors and Clinic operation in serving and providing patient care for all clinical general duties as assigned - Responsible for emergency calls for transportation from patient and staff - Ensure patient records are maintained and updated accordingly - Maintain medical equipment and company vehicle in good conditions - Perform any other duties as and...
-
Customer Service Agent
6 months ago
Perak Tengah, Malaysia QY Ventures Pte Ltd Full timeRemote Customer Service Agent (Work from home fully) **Job Description**: - Fulfil customer orders on multiple digital platforms - Respond to enquiries on products and manage chats Job Requirement: - Meticulous and careful in fulfilling orders accurately and efficiently. - Good communication, being able to understand buyer’s enquiries and respond...
-
Customer Service Officer
7 months ago
Perak, Malaysia RHB Banking Group Full timeWorking Hour - Regular Hours - Monday - Friday- Business Area - Community Banking- Location - Malaysia - Perak- Description **Primary Objective**: - Ensure and provide quality customer service standards - Sales Referral - identify existing and prospective customers’ financial needs and refer them to sales personnel - To support Assistant Branch Manager...
-
Health Advisor
7 months ago
Hilir Perak, Malaysia Watson's Personal Care Stores Sdn Bhd Full time**Provide nutritional consultation and deliver excellent product advice to our customers.**: - Track and review the sales objective of Health Division as necessary in order to achieve the division’s sales target. - Maintain housekeeping standard of health items which includes promotional display and price tags. - To conduct overall healthcare department...
-
Staff Registered Nurse
6 months ago
Perak Tengah, Malaysia Asia Career Full time**Position**: Staff Registered Nurse / Medical Assistant **Salary range**: RM2,000 - RM3,000 (based on experience) **Location**: Universiti Teknologi Petronas, Bandar Seri Iskandar, Perak. **KEY RESPONSIBILITIES: - ** - **Receptionist & Patience Care**_ - Greet patients warmly and handle them with utmost care when receiving patient - Ensure patients...
-
Prp (Provisionally Registered Pharmacist)
7 months ago
Hilir Perak, Malaysia HTM Pharmacy Group Full time**Location Available = Ipoh, Pantai Remis, Parit Buntar, Seri Manjung, Teluk Intan** **JOB RESPONSIBILITIES** - Provide professional advice and service in pharmaceutical care as well as general advice on health and beauty care to customers - Attend to customer's inquiries and provide customer service in meeting customer expectations - Assist the pharmacist...
-
Office Assistant
6 months ago
Hilir Perak, Malaysia Richmond Residence Clubhouse Teluk Intan Full time**Responsibilities**: - Admin is to manage schedules and calendars for their team or manager, scheduling appointments, meetings and events. - Maintaining office supplies and equipment. - Assisting the Sales Manager and in sales support to the team and providing excellent customer service to clients. - Maintaining database, tracking sales and customer...
-
Assistant Cinema Manager
7 months ago
Hilir Perak, Malaysia MBO CINEMA SDN BHD Full timeAssist the CM to manage the Cinema as per the Company’s standards and expectations. - Assist CM to ensure that the Company’s SOP are strictly implemented and adhered to at all times, including grooming standards. - To follow up cinema cleanliness checklist. - To always monitor the level and quality of customer service extended by the front-line...
-
Assistant Medical Officer with Apc
7 months ago
Hilir Perak, Malaysia ANSONEX RESOURCES Full timeSchedule appointments Obtain blood samples Perform data entry Measure and record vital signs Educate patients by providing medication and diet information and instructions; answering questions Educate patients by providing medication and diet information and instructions; answering questions Verify patient information by interviewing patient, recording...
-
Property Sales Manager 房地产经理
6 months ago
Perak, Malaysia Humantech Services Sdn Bhd Full time**Interested**: Kindly **Whatsapp **your resume to **016-9729309 for faster response** **Job Scope**: - Managerial position will include typical managerial role - In charge all the sales matters in the property. - Handling a sales agents team, assist & guiding team members if needed - Assisting agents regarding customers inquiries related to projects. -...
-
Personal Banker Mortgage
7 months ago
Perak, Malaysia RHB Banking Group Full timeWorking Hour - Regular Hours - Monday - Friday- Business Area - Community Banking- Location - Malaysia - Perak- Description **Primary Objective**: - Principally responsible for personal sales target to acquire new mortgage loans and to achieve the assigned targets. - To cross sell MRTA and achieve minimum penetration rate. **Key...
-
Sales Manager
7 months ago
Perak, Malaysia Two95 International Inc. Full time**Qualification**: Bachelor’s Degree/Post Graduate Diploma/Professional Degree in related fields **Department**: Sales Manager **Reports to**: General Manager & Sales Director **Working Hour**: Monday - Saturday. From 7.30am - 5.30pm, MANDARIN SPEAKER NEEDED Timber Industry OR Wood Industry Needed **Responsibilities**: - Develop and implement sales...