Assistant Manager, Face-to-Face Customer Service Centre

About the role

Prudential is hiring an Assistant Manager for its face-to-face Customer Service Centre. The role provides information in response to customer enquiries and concerns, handles escalated cases and supervises the counter team to deliver a high standard of service for customers and distributors.

Key responsibilities

• Provide and process information for customer enquiries and concerns, and handle escalated cases
• Coach staff to resolve customer feedback cases and improve customer satisfaction
• Oversee day-to-day operations and give direct feedback to staff
• Supervise the team to achieve performance KPIs such as wait time, handling time, customer satisfaction score and NPS
• Motivate, coach and develop staff to meet individual, team and department objectives
• Organise and design training programmes with the QA team
• Help plan and allocate resources through roster management
• Assist in implementing management initiatives and prepare monthly and ad-hoc reports

Required profile

• University graduate
• Passed IIQE Paper I, III and V
• 6 years of experience in Customer Service Operations, including 2 years in a supervisory role
• Good written and spoken English and Chinese (including Mandarin)
• Strong analytical and problem-solving skills, good interpersonal skills and attention to detail
• Able to work independently under pressure and meet tight deadlines

Required skills

• MS Office and MS Excel
• Customer service operations and supervision