Assistant Manager, Customer Contact Centre

About the role

Prudential is looking for an Assistant Manager for its Customer Contact Centre. The role assists the Team Manager in supervising the hotline team so that call-in customer enquiries are handled effectively, and supports new and junior staff on complex enquiries.

Key responsibilities

• Assist the team manager in achieving Customer Service performance KPIs (wait time, abandon rate, response time, etc.) through regular monitoring, call centre applications and real-time floor monitoring.
• Provide and process information through systems and other departments to respond to customer concerns and complaints on escalated cases about insurance products and services.
• Give advice, real-time support and solutions to team members to resolve customer feedback cases.
• Motivate, coach and develop staff to meet individual and team objectives through on-the-job training and regular team meetings.
• Handle customer dissatisfaction and build long-term trust by offering the best alternative during case handling.
• Help plan resources to ensure sufficient manpower support.
• Conduct real-time call monitoring to ensure call quality and coach team members.

Required profile

• Degree holder.
• Passed IIQE exams Paper 1, 3 and 5.
• At least 5 years of experience in Customer Service Operations, including 2 years in a supervisory role.
• Insurance or financial industry experience is an advantage.
• Good written and spoken English and Chinese (including Mandarin).
• Self-motivated, organized, proactive and customer-oriented, with strong leadership and interpersonal skills.
• Able to work independently under pressure, manage tight deadlines and handle difficult situations calmly.

Required skills

• Proficiency in Microsoft Office.
• Analytical and problem-solving skills.