Executive, Customer Engagement Centres Specialist

4 months ago

Terengganu, 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.
- 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 Engagement Centres
- Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of non-FCR cases
- Handling to walk-ins, 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 and regulatory standard.
- Interaction in fulfilling customer simple to medium complex enquiry.
- Authority limit on identify processes.
- Empower to make simple and straight forward decision.
- Managing and maintaining data integrity in all systems used.
- 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.
- Undertaking outbound customer relationship management calls as and when appropriate.
- 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 job-related duties and projects as assigned by superior.Participate in adhoc projects and manages the development of key Customer Engagement innovations

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