Assistant Manager, Customer Engagement Centres Advocate (Damansara Intan)

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Responsibilities:

1. Deliver the best ‘first impression’ and consistent exceptional PRU experience to customers across all channels.
2. Ensure customers are given meaningful updates for non-FCR cases handled.
3. Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of non-FCR cases.
4. Handle walk-ins, live chats, and outbound customer telephone calls in a polite and professional manner.
5. Identify customer’s needs and provide accurate responses in accordance with agreed quality, compliance, and service level standards.
6. Be prompt and accurate in completing all related administrative activities, in accordance with relevant service standards and to the customers’ satisfaction.
7. Interact in fulfilling customer simple to medium complex enquiries.
8. Liaise with other units and departments to resolve customers’ issues.
9. Keep up to date with new or enhanced products/services in order to maintain a high level of quality service to customers.
10. Record and prepare any statistics or information required by Management.
11. Support Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.
12. Perform any other job-related duties and projects as assigned by superior.
13. Participate in adhoc projects and manage the development of key Customer Engagement innovations.

Job Specification:

1. Degree in any field from a reputable and recognized university or college.
2. Diploma with at least a year relevant working experience; OR
3. Minimum typing speed of 20 words per minute.
4. Good command of spoken and written English and Bahasa Malaysia.
5. Relevant working experience in customer engagement centres (branch network) or in servicing industry will be advantageous.
6. Knowledge in Customer Engagement Centres (branch network) operations involving walk-ins, outbound calls, correspondences, and live chat.
7. Knowledge in the insurance industry, especially the company’s products/processes and digital technologies will be advantageous.

How do your skills match this job?

Your application will include the following questions:

• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How would you rate your Bahasa Malaysia language skills?
• How would you rate your English language skills?
• How would you rate your Mandarin language skills?

A rewarding and fulfilling career awaits you. At Prudential, we believe in making a difference. Through the power of listening, we strive to build brighter futures for our customers, for our employees, and for our society. Built upon the values of mutual respect and understanding, we aim to cultivate an environment where our people can flourish in both their professional and personal lives. As a leading provider of financial solutions in Asia, Prudential offers ample opportunities for you to succeed and expand your career horizons.

Perks and benefits include Medical, Loans, Dental, Sports (e.g., Gym), Vision, and Festive Eve Leave (2 Days).