Executive, Contact Centre

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.

ROLE PURPOSE

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

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

ORGANIZATION CONTEXT

The complexity of the insurance business requires the incumbent to acquire a thorough knowledge of the different insurance products (and their functionalities/technicalities) and operational process to ensure customers’ enquiries are resolved in accordance with agreed Service Level (SL). The incumbent also required to work closely with the CC Management team and other operations departments in delivering excellent service quality to customers.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES

Key accountabilities are the areas in which the incumbent is expected to produce results on a continuing basis and should include the action that is taken and the area the action impacts on. As listed below are the key accountabilities for a Customer Service Representative (CSR):

• Average Handling Time (AHT)
• Attendance
• Punctuality
• Customer Satisfaction Survey
• Call Quality
• Test/Assessment
• SL
• Calls Abandon

The essential duties and responsibilities for the incumbent are as per below:

Respond to incoming telephone calls, identify, meet, and exceed caller’s expectations in a timely manner.  Provide an excellent customer service experience consistently and giving the accurate response in accordance with agreed service standards. CC KPIs (SL, abandon rate, handling time and schedule adherence). To provide excellent customer service experience to the customers consistently. To achieve individual and team KPIs. Promptly and accurately complete all related administrative activities, in accordance with relevant service standards and to the customers’ satisfaction. Timeliness in completing all administrative activities that is within the SLA. To achieve good ratings of customer satisfaction survey as a team. Follow call resolution procedures. Must be able to manage customer’s expectations and displayed ownership of customer’s request. Creation of service tickets within the same day. 100% usage of Customer Relationship Management (CRM) system to escalate cases. Ensure only genuine escalation to relevant department. Advice customer of the solution offered and expected resolution time as per SLA. Take ownership of his/her case until complete resolution is achieved by follow up and follow through to ensure customer needs and expectations are met. Works as a team, building rapport and trust, to ensure customer service is not hampered. Liaise with appropriate departments in the organization to resolve issues brought up by customers. Ensure service tickets are created and assigned to the appropriate departments for further action. Provide sufficient and accurate information in the system to ensure processing efficiency. Ensure consistency in proper cases and/or callbacks logging practices. Keep up to date on new or enhanced products/services in order to maintain a high level of quality service to customers. Attend trainings, briefings, workshops, seminars, and focus group discussions as required. Take initiative to ensure knowledge of products and services offered by Prudential and its policies and guidelines is up to date. To provide up-to-date and accurate information to customers. Undertake outbound calls to deliver excellent customer response whenever required. Timeliness in responding to customers’ enquiries. Adhere and prepare any statistics information required by the Management in relation to Call Logging activities. Timely submission of daily call statistics. Comply with company and regulatory policies. Support Team Leaders, Associate Managers and Manager to continuously review processes, identify and resolve service gaps through constructive feedback, and implement process improvements where appropriate. Timely implementation of actions required. To participate in team meetings and discussions organize by Team Leaders. Provide constructive feedback and recommend alternatives whenever required. Take initiative to be aware of performance delivered by self, department and the company. Support Team Leader whenever required for operation.

Ad-hoc bases, required to support as floor support by liaising with appropriate departments in the organization to resolve issues brought up by CSRs or customers.

Handle outstanding cases and escalations within Service Level

Assist on administrative related task.

Provide floor support assistance by guiding the CSRs.

Demonstrate the capability of supporting CSRs for technical or difficult case or enquiries.

Assisting in manager’s tasks in his/her absence.

Walk the floor to assist in CSRs enquiries.

Handle call/referral escalations from CSRs.

Handle calls and make callbacks if necessary. Escalate calls to the consult line if necessary.

Attend and organize product briefings/trainings.

Cultivate learning and service-oriented culture amongst staff and department. Ensure to participate in PruUniversity’s program. Ensure to exhibits a positive and team spirit that assimilates Prudential’s culture. Undertake any other works and duties allocated by management as and when required. Ad-hoc duties assigned.

QUALIFICATION AND EXPERIENCE

Listed below are the qualifications and experiences expected from the incumbent:

• Basic Diploma/Degree and/or professional life insurance qualification eg. ACII, AMII, AAII, FLMI.
• Preferably 1-2 years of working experience in the insurance industry or CC environment.
• English and/or Mandarin.
• Minimum typing speed of 20 words per minute.

KNOWLEDGE, SKILLS AND ABILITIES

Listed below are the knowledge, skills and abilities expected from the incumbent:

• Clarity in speech, patient, good listening and situation handling skills.
• Ability to navigate for information and knowledge on knowledge base.
• Ability to define problem, collects data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of issue related instructions diagram or related form and deal with several abstract and concrete variables.
• Ability to apply mathematical concepts such as fractions, percentages, ratios, and proportions to practical situations; Ability to track individual and group agent performance metrics and quality measurements.
• Ability to prioritize tasks and allocate the required hours to accomplish expected duties; Ability to stay focused during delivery of classroom training, so as to achieve optimal results.
• Ability to work in a dynamic team environment.
• Ability to understand and work within a structured, process oriented environment.

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.