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

About the role

Prudential is seeking a Contract Officer to join its Customer Contact Centre for a 12‑month assignment. You will be the front‑line service professional handling hotline, live chat and digital enquiries related to life and health insurance products, ensuring a seamless and professional digital experience for customers.

Key responsibilities

• Respond to customer enquiries across hotline, live chat, email and other digital channels in line with company service standards.
• Process information through internal systems and coordinate with other departments to resolve requests.
• Arrange follow‑up calls and manage feedback received via sales channels, letters or other touch‑points.
• Investigate special requests, propose solutions to the team manager and communicate resolutions to customers.
• Promote self‑service options and support ad‑hoc initiatives that drive business objectives.
• Participate in team meetings and training to stay current on product knowledge and service procedures.

Required profile

• University graduate or equivalent HK qualifications (HKDSE, HKALE, HKCEE, Diploma).
• 3‑5 years of experience in customer service, contact centre, live chat or digital servicing within the insurance or financial sector.
• Strong telephone etiquette, professional attitude and ability to adhere to quality standards.
• Excellent written and spoken English and Chinese (including Putonghua).
• Ability to manage multiple live‑chat conversations simultaneously while maintaining service quality.

Required skills

• Proficiency in Microsoft Office.
• Experience with Customer Relationship Management (CRM) systems.