Manager, Customer Care

5 days ago

Kuala Lumpur, Malaysia Prudential 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.

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.
- 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.

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