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.
This role will lead the Customer Service counter team to deliver a high standard of service for customers and distributors by overseeing day to day implementation effectively and efficiently.
Job Responsibilities
Lead and motivate the Customer Service Centre(s) team to ensure delivery of high quality results that would improve customer satisfaction, company reputation and standard of fulfilling regulatory requirement.
Includes resource management particularly team development, talent pipeline and retentionEnsure the achievement of Customer Service Centre(s) performance KPIs (wait time, handling time, Customer Satisfaction score, etc) by providing regular monitoring, coaching and training.
Provide a MI report and serve as an important tool for communicating the achievements and ongoing projects to the supervisorProvide advice and solutions to staff to resolve customer feedback cases thru effective discussion in timely mannerAssist in identifying service gaps (e.g. addressing inconsistency, inefficiencies, best practices, emerging trends, etc) of each touch point thru collecting teammates’ sharing and feedback and proactively drive relevant departments (e.g. Policy Administration, Claims, Marketing, IT, FIN…etc) to improve customer experienceAssist in improving operational efficiency and organizational effectiveness by challenging work practices and present opinions and recommendations on changes and initiatives to managementMotivate and develop staff to build a high morale team so as to deliver top performance and to meet department objectives (e.g. turnover, average team morale score…etc).
Establish relationships with Distribution Channels and customers, and fairly balance interests of the company, customer and salesAssist department in creating valued added strategy to uplift service quality and to strengthen support to sales channels by implementing new initiatives for the purpose of generating more new businessJob Requirements
University graduate with FLMI & ACS (or equivalent qualification required in Macau)Passed IIQE Paper I, III & V (or equivalent license required in Macau)8 years of experience in Customer Service Operations, in which 3 years in supervisory roleSolid working experience in customer/sales service environment with complaint management exposureStrong customer service experience with different distribution channels and customer segmentsExcellent written/spoken Mandarin and good written/spoken Cantonese/English/Portuguese Good analytical and problem solving skillsAble and enjoy to work with people of diverse backgrounds with strong interpersonal skillsHighly organized self-starter, with the ability to meet tight deadlinesAble to work independently under pressure and deal with difficult situations in a friendly mannerAttentive to detailsPositive, pro-active and matureCustomer focused and result oriented