Executive, Contact Centre

2 weeks ago

Kuala Lumpur, Malaysia Prudential plc Full time

Executive, Contact Centre

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 Purpose**:
The incumbent is responsible to provide an efficient and a high quality telephone servicing facility to customers (agents and policyholders) by meeting and exceeding their expectation. To achieve the following Key Performance Indicators (KPI) as a team:

- Financial - Ensure the team achieves Service Level Agreements (SLA) and maintain cost effective management.
- Customer - Plan and organize Contact Center (CC) activities to meet and exceed customer standards and expectations.
- Operational Performance - To satisfy our customers and shareholders, to excel in business process.
- People - To achieve our goals and contribute to organization learning and innovation process.

**Responsibilities**:
The essential duties and responsibilities for the incumbent are as per below
- Deliver world class customer service via telephone
- Provide a polite, professional and accurate response
- Manager customer's expectations and display ownership for customer's requests
- Liaise with appropriate departments 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
- Support Team Leader and Managers to continuously review processes, identify and resolve service gaps through constructive feedback and implement process improvements where appropriate
- Undertake any other works and duties allocated by management as and when required

**Job Requirements**:

- At least Diploma or Degree in any field from a recognized college or university.
- Preferably 1 year of working experience in a call center and/or customer service role in the servicing industry.
- Experience in handling international calls will be an added advantage.
- Fresh graduates who are looking for challenges in customer service are encouraged to apply.
- Good command of spoken and written English. Ability to speak and write Mandarin and/or Chinese dialects is an added advantage.
- Good voice, clear pronunciation, good diction and able to vary intonation with empathy and good listening skills.
- Enthusiastic, self-motivated and able to succeed in a fast pace customer focus environment.
- Pleasant, patience and self-discipline.

Job ID 24040338

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