Pamb Executive, Customer Engagement Centres

4 days ago

Kluang, Malaysia Prudential plc Full time

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.

calls relating to enquiries, issues or complaints from customers about Prudential’s products

and services, in delivery of consistent exceptional PRUexperience, care & quality and

fulfillment of Service Levels.

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 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 standards and to the customers’ satisfaction.
- 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.

JOB SPECIFICATION:
1. Qualifications
- 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
- Minimum typing speed of 20 words per minute.

2. Experience
- Good command of spoken and written English and Bahasa Malaysia.
- Ability to speak Mandarin and/or other dialects will be advantageous.
- Relevant working experience in a customer engagement centres (branch network) or in servicing industry will be advantageous.

3. Knowledge
- Knowledge in Customer Engagement Centres (branch network) operations involving walk-ins, outbound calls, correspondences and live chat.
- Knowledge in insurance industry especially the company’s products/ processes and digital technologies will be advantageous.
- Fulfil requirement set for Customer Engagement Centre Specialis

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