Senior Officer / Officer, Customer Contact Centre (Hotline)

About the role

Prudential is looking for a Senior Officer or Officer for its Customer Contact Centre (hotline). As a service professional, you will provide best-in-class customer service by handling and resolving customer enquiries and requests about life and health insurance products in a professional manner.

Key responsibilities

• Provide and process information through systems and other departments in response to customer enquiries and concerns about insurance products and services.
• Resolve customer dissatisfaction where necessary and proactively build long-term trust with customers during case handling.
• Arrange follow-up calls to respond to customer feedback in a timely and professional way.
• Assist team leaders in handling escalated cases by offering the best alternative to the client.
• Provide on-the-job support to junior team members on complex enquiries.

Required profile

• Tertiary education, passed IIQE Paper 1, 3 and 55 years of experience in customer service / call centre experience.
• Experience in the insurance or financial industry is an advantage.
• Candidates with less experience may be considered as Officer.

Required skills

• Good written and spoken English and Chinese (including Putonghua).
• Proficiency in Microsoft Office.
• Customer-focused, result-oriented, highly organised and able to meet tight deadlines.
• Analytical and problem-solving skills; able to work independently under pressure and adapt to change.
• Good interpersonal skills and ability to work with people of diverse backgrounds.