Executive, Customer Care Specialist 1

6 months ago

Kuala Lumpur, Malaysia Prudential plc Full time

Executive, Customer Care Specialist 1

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.

Job Summary

To handle incoming telephone enquiries, issues or complaints from customers relating to Prudential products or services.

To make ad-hoc outgoing calls to customers as required to resolve or follow-up any outstanding query.
- **PRINCIPAL DUTIES & RESPONSIBILITIES**:

- Respond to incoming customer telephone calls, identify, meet and exceed customers' expectations in a timely manner. Provide a polite, professional and accurate response in accordance with agreed service standards.
- Promptly and accurately complete all related administrative activities, in accordance with relevant service standards and to the customers' satisfaction.
- Recognise when customer requirements are more appropriately dealt with elsewhere and refer them as appropriate.
- Liaise with other departments in the organization to resolve issues brought up by customers.
- Keep up to date on new or enhanced products / services in order to maintain a high level of quality service to customers.
- Undertake outbound customer relationship management calls as and when appropriate.
- Record, produce and prepare any statistics and information required by the Management in relation to the preparation and production of reports as well as occasionally produce simple performance-based reports to Manager.
- Support Manager to continuously review processes, identify and resolve service gaps through constructive feedback, and implement process improvements where appropriate
- Performs miscellaneous job-related duties and projects as assigned by superior.

**JOB SPECIFICATION**:

- Degree in any field from a reputable and recognized university or college, OR
- Diploma with at least a year relevant working experience; OR
- STPM with at least 2 years relevant working experience; OR
- SPM with at least 2-3 years relevant working experience
- Good command of spoken and written English and Bahasa Malaysia
- Possess relevant working experience in a call center or customer service in servicing industry is an add advantage.
- Knowledge in insurance industry and call centre will be advantageous.

Job ID 24020324

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