Pamb Assistant Manager, Customer Care

4 days ago

Kuala Lumpur, Malaysia Prudential plc Full time

PAMB | Assistant Manager, Customer Care - Frontline

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.

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
- 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.
- 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.
- Participates 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 call centre or in servicing industry will be advantageous.

3. 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.

Job ID 24070236

  • Pamb Executive, Customer Care Specialist 1

    4 days ago

    Kuala Lumpur, Malaysia Prudential plc Full time

    PAMB | 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...

  • Pamb Assistant Manager, Underwriting

    4 days ago

    Kuala Lumpur, Malaysia Prudential plc Full time

    PAMB | Assistant Manager, Underwriting 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...

  • Pamb Executive, Provider Network Managment

    4 days ago

    Kuala Lumpur, Malaysia Prudential plc Full time

    PAMB | Executive, Provider Network Managment 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...

  • Pamb Assistant Manager, Customer Care Advocate

    2 weeks ago

    Kuala Lumpur, Malaysia Prudential Financial, Inc Full time

    Deliver the **'best in class'** 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 - Identifying customer's needs and...

  • Pamb Manager, Risk

    4 days ago

    Kuala Lumpur, Malaysia Prudential plc Full time

    PAMB | Manager, Risk & Incidents Management 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...

  • Pamb Assistant Manager, Fund Accounting

    6 days ago

    Kuala Lumpur, Malaysia Prudential plc Full time

    PAMB | Assistant Manager, Fund Accounting 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...

  • Pamb Assistant Manager, Customer Care Advocate

    2 weeks 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...

  • Pamb Manager, Compliance

    4 days ago

    Kuala Lumpur, Malaysia Prudential plc Full time

    PAMB Manager, Compliance 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...

  • Pamb Executive, Intern

    4 days ago

    Kuala Lumpur, Malaysia Prudential plc Full time

    PAMB | Executive, Intern 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...

  • Pamb Manager 2, Insurance Advisor

    1 week ago

    Kuala Lumpur, 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...