Customer Care - Frontline (Call Centre) based at Ipoh

Customer Care - Frontline (Call Centre) based at Ipoh

JOB SCOPE: The incumbent is responsible to handle inbound or outbound telephone calls, engagement calls, live-chats, emails, or social media relating to enquiries, issues, or complaints from customers about Prudential’s products and services, in delivery of consistent exceptional PRUexperience, care & quality and fulfillment of Service Levels.

PRINCIPAL DUTIES & RESPONSIBILITIES:

1. Deliver the ‘best in class’ and consistent exceptional PRUexperience to customers across all channels.
2. Ensure customers are given meaningful updates for non-FCR cases handled by Customer Care.
3. Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of non-FCR cases.
4. Handle advance inbound or outbound customer telephone calls, live-chats, advance emails, or social media 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. Engage proactively with problem-solving skills & provide alternatives/solutions.
8. Have a higher authority limit on identifying processes.
9. Be empowered to make decisions on appeals/complex requests.
10. Manage and maintain data integrity in all systems used.
11. Liaise with other units and departments to resolve customers’ issues.
12. Keep up to date with new or enhanced products/services to maintain a high level of quality service to customers.
13. Undertake outbound customer relationship management calls as and when appropriate.
14. Record and prepare any statistics or information required by Management.
15. Support Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.
16. Perform any other job-related duties and projects as assigned by superior.
17. Participate in ad hoc 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, OR
2. Diploma with at least a year of relevant working experience; OR
3. STPM with at least 2 years of relevant working experience; OR
4. SPM with at least 2-3 years of relevant working experience.

• Minimum typing speed of 20 words per minute.
• Good command of spoken and written English and Bahasa Malaysia.

Ability to speak Mandarin and/or other dialects will be advantageous.
Relevant working experience in a call centre or servicing industry will be advantageous.

• Fulfill requirements set for Customer Care Specialist (Executive/Assistant Manager).
• Knowledge in Customer Care operations involving calls, correspondences, and live chat.

Knowledge in the insurance industry, especially the company’s products/processes and digital technologies will be advantageous.