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.
Job Responsibilities:
- Delivering service and processing information by leveraging operational systems, guidelines, digitalization, and applications to cater to customers' policy-related inquiries, concerns, requests, and payments
- Respond to customer feedback in a timely and professional manner to enhance customers’ satisfaction
- Support leaders to provide refreshment/enrichment training to new staff and offer advice to new and existing staff on case handling through regular case sharing to uplift service standards
- Communicate and coordinate with different functions / departments to maintain harmonious relationships and enhance operational efficiency and effectiveness.
- Handle customer dissatisfaction, provide appropriate solutions and alternatives in a timely manner, and handle complaint cases assigned by supervisor / escalations from junior staff
- Oversee and evaluate staff activities, offering guidance and immediate assistance to junior staff when needed.
Job Requirements:
- University Degree in any disciplines
- Macau Citizen is a must
- 5 years of experience in Customer Service Operations
- Experience in insurance or banking industry is an advantage
- Passing IIQE Papers 1, 3, and 5 and obtaining relevant licenses is required
- Good written and spoken English and Chinese (including Putonghua)
- Good analytical and problem-solving skills
- Able and enjoy working with people of diverse backgrounds with strong interpersonal skills
- Highly organized self-starter, with the ability to meet tight deadlines
- Able to work independently under pressure and deal with difficult situations in a friendly manner
- Customer focused and result-oriented
- Proficient in Microsoft Office
- Candidates with less experience may be considered as Officer
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.