Job Description

Prudential\xe2\x80\x99s 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\xe2\x80\x99s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Profile Summary:
In this role, you are required to have a flair for language and writing with the ability to communicate with all stakeholders, be resourceful and able to provide a solution within the agreed turnaround time. Your primary role is to deliver an awesome customer service experience to our customers through email communication and online chat. Feedback received is to be handled with urgency and care to provide an outcome that is both fair and satisfactory. You need to have the ability to drive escalations through defined process to resolution.

You must have the passion to provide outstanding customer service quality and be able to embrace change positively. You must be interested to participate in the various email resolution techniques such as making outbound call to internal or external customer to resolve and be proactive to provide ideas as to how we can match our email resolution with the constant development in digital/communication media.

:

Manage the day to day email communication with customers and distributions

Provide quality customer service through reviewing, assessing and providing the response in a timely manner

Meet SLA of 90% email resolution within 5 working days

Work with different business units to provide a one stop solution to the customers

Resolve feedback or issues raised by customers or sales representatives

Provide reports and analyse email to streamline and work with team lead to improve on the SLA and be involved in the emails reduction initiatives.

Who we are looking for:
Competencies & Personal Traits:

• Strong command of the English language (spoken and written)
• Analytical and self-motivated
• Resourceful and resilient
• Effective in problem solving
• Fast learner

Working Experience:

• At least 2-3 years of experience in a Financial Institution and in a customer service role
• Knowledge in Lifeasia, CRM, communication tools and financial products is an advantage

Education

• Degree/Diploma holder in any discipline

Language

• English

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.

Prudential