PSA PACS | Executive, Contact Centre

PSA PACS | Executive, Contact Centre

Apply locations Kuala Lumpur time type Full time posted on Posted 30+ Days Ago job requisition id 21080079

At Prudential, we understand that success comes from the talent and commitment of our people. Together, we have a shared vision in securing the future of our customers and our communities. We strive to build a business that you can shape, an inclusive workplace where everyone’s ideas are valued and a culture where we can thrive together. Our people stay connected and tuned in to what’s happening around us, keeping us ahead of the curve. While focused on the long-term, we look to the future to bring growth, development and benefit to everyone whose lives we touch.

Job Purpose:

The incumbent is responsible to provide an efficient and high-quality telephone servicing facility to customers (agents and policyholders) by meeting and exceeding their expectations. To achieve the following Key Performance Indicators (KPI) as a team:

1. Financial – Ensure the team achieves Service Level Agreements (SLA) and maintain cost-effective management.
2. Customer – Plan and organize Contact Center (CC) activities to meet and exceed customer standards and expectations.
3. Operational Performance – To satisfy our customers and shareholders, to excel in business process.
4. People – To achieve our goals and contribute to organization learning and innovation process.

Job Responsibilities:

The essential duties and responsibilities for the incumbent are as follows:

1. Deliver world-class customer service via telephone.
2. Provide a polite, professional, and accurate response.
3. Manage customer's expectations and display ownership for customer's requests.
4. Liaise with appropriate departments to resolve issues brought up by customers.
5. Keep up-to-date on new or enhanced products/services in order to maintain a high level of quality service to customers.
6. Support Team Leader and Managers to continuously review processes, identify and resolve service gaps through constructive feedback and implement process improvements where appropriate.
7. Undertake any other works and duties allocated by management as and when required.

Job Requirements:

1. At least a Diploma or Degree in any field from a recognized college or university.
2. Preferably 1 year of working experience in a call center and/or customer service role in the servicing industry.
3. Experience in handling international calls will be an added advantage.
4. Fresh graduates who are looking for challenges in customer service are encouraged to apply.
5. Good command of spoken and written English. Ability to speak and write Mandarin and/or Chinese dialects is an added advantage.
6. Good voice, clear pronunciation, good diction, and able to vary intonation with empathy and good listening skills.
7. Enthusiastic, self-motivated, and able to succeed in a fast-paced customer-focused environment.
8. Pleasant, patient, and self-disciplined.
9. Successful candidates will be provided with comprehensive training in Malaysia and/or Singapore.