Senior Officer / Officer, Customer Service Center (Counter)

About the role

Prudential is hiring a Senior Officer or Officer for its Customer Service Center counter. The role provides and processes information in response to customers' enquiries, concerns and requests during day-to-day counter operations, using operation systems, guidelines, digital tools and applications.

Key responsibilities

• Answer customer enquiries about insurance products and services, referring to operation systems, guidelines, digitalisation and applications
• Respond to customer feedback in a timely and professional way to improve satisfaction
• Support leaders in refreshing and enriching new staff, and advise new and existing staff on case handling through regular case sharing
• Coordinate with other functions and departments to keep relationships harmonious and operations efficient
• Handle customer complaints, propose solutions and alternatives, and manage compliant cases assigned by supervisors or escalated from junior staff
• Oversee and assess staff activities, giving guidance and immediate assistance to junior staff

Required profile

• Secondary education or above
• Passed IIQE papers 1, 3 and 5
• 55 years of experience in Customer Service Operations
• Candidates with less experience may be considered as Officer

Required skills

• Good written and spoken English and Chinese (including Putonghua)
• Analytical and problem-solving skills
• Strong interpersonal skills and ability to work with people of diverse backgrounds
• Self-motivated, able to meet tight deadlines and work independently under pressure