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 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.
- Proactive engagement with problem solving skills & provide alternative/ solution
- Higher authority limit on identify processes.
- Empower to make decision on **appeal/complex request**:

- 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**:
**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.

**Experience**
- Good command of spoken and written English and Bahasa Malaysia.
- Relevant working experience in a call centre or in servicing industry will be advantageous.

**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.

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