Senior Officer – Customer Contact Centre (Hotline)

About the role

Prudential is seeking a Senior Officer to join its Customer Contact Centre (Hotline). You will be the front‑line service professional handling enquiries and requests related to life and health insurance products, ensuring a best‑in‑class experience for our customers.

Key responsibilities

• Provide accurate information and process requests through internal systems and cross‑departmental channels.
• Resolve customer dissatisfaction promptly and build long‑term trust during case handling.
• Arrange timely follow‑up calls to address customer feedback.
• Support team leaders with escalated cases by offering optimal solutions.
• Mentor junior team members on complex enquiries.

Required profile

• Tertiary education and passed IIQE Paper 1, 3 and 5.
• At least 5 years of experience in customer service or call‑centre environments.
• Experience in the insurance or financial sector is an advantage.
• Fluent written and spoken English and Chinese (including Putonghua).
• Proficient in Microsoft Office.
• Strong organisational, analytical and problem‑solving abilities.
• Ability to work independently under pressure and adapt to change.

Required skills

• Microsoft Office

What we offer

• Equal‑opportunity employment with a supportive, inclusive culture.
• Opportunities to connect, grow and succeed within a global insurer.