Contract Officer, Customer Contact Centre (Hotline & Live Chat)

About the role

Prudential is looking for a Contract Officer for its Customer Contact Centre, working on a 12-month contract. You will act as a service professional, handling enquiries and requests about life and health insurance products through hotline, live chat and digital channels, and delivering an excellent digital customer experience.

Key responsibilities

• Provide and process information through systems and other departments in response to customer enquiries about insurance products and services, following company service standards and professional manners.
• Arrange follow-up calls to respond to enquiries, requests and feedback received through other touchpoints such as sales channels, email, letters and live chat.
• Handle and resolve special requests and feedback, conduct simple investigations and fact-finding, propose solutions to the team manager for review and approval, then revert to the customer.
• Support company initiatives by promoting self-service options and carrying out ad hoc tasks that help achieve business objectives.
• Take part in team meetings and training to keep up to date on how to handle different types of enquiries.

Required profile

• University graduate, HKDSE, HKALE, HKCEE or diploma qualification.
• Minimum 3-5 years of experience in customer service, contact centre, live chat support or digital servicing in the insurance or financial industry.
• Past IIQE Paper 1, 3 and 5 results are an advantage.
• Excellent written and spoken English and Chinese (including Putonghua).
• Customer-centric mindset, strong interpersonal, problem-solving and analytical skills.
• Ability to work under pressure and meet productivity and service-level targets in a fast-paced environment.

Required skills

• Proficiency in Microsoft Office and customer relationship management (CRM) systems.
• Strong written communication, typing and grammar skills, with the ability to manage multiple live chat conversations at once while keeping service quality high.