Assistant Manager, Customer Engagement Centres Advocate

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Responsibilities:

• Deliver the best ‘first impression’ and consistent exceptional PRUexperience to customers across all channels.
• Ensure customers are given meaningful updates for non-FCR cases handled by Customer Engagement Centres.
• Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of non-FCR cases.
• Deliver meaningful and value-added outbound services.
• Handle walk-ins, outbound customer telephone calls, live-chats or emails in a polite and professional manner.
• Identify customer’s needs and provide accurate responses in accordance with agreed quality, compliance and service level standards.
• Be prompt and accurate in completing all related administrative activities, in accordance with relevant service and regulatory standards.
• Proactively engage with problem solving skills & provide alternative solutions.
• Exercise higher authority limit on identified processes.
• Empower to make decisions on appeal / complex requests.
• Manage and maintain data integrity in all systems used.
• Liaise with other units and departments to resolve customers’ issues.
• Keep up to date with new or enhanced products / services in order to maintain a high level of quality service to customers.
• Undertake outbound customer relationship management calls as and when appropriate.
• Record and prepare any statistics or information required by Management.
• Support Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.
• Perform any other job-related duties and projects as assigned by superior.
• Participate in adhoc projects and manage the development of key Customer Engagement innovation.
  
  

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.