Assistant Manager, Customer Service Centre

7 months ago


Hong Kong, Hong Kong SAR China Prudential plc Full time

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.

This role will assist Manager in supervising the Customer Service counter team to deliver a high standard of service for customers and distributors by overseeing day to day implementation effectively and efficiently.

Job Responsibilities:

Provide and process information in response to customer’s enquiries, concerns and handle escalated cases, and ensure that all aspects of customer service are established well

Provide advice and solutions to staff to resolve customer feedback cases through effective coaching so as to enhance customer satisfaction. Oversee day-to-day operations within the Customer Service Centre(s), providing direct feedback to staff.

Act as a center-in-charge to supervise a Customer Service Centre team to ensure achievement of Customer Service performance KPIs (wait time, handling time, Customer Satisfaction score, NPS, etc.) by conducting regular real time monitoring

Motivate, coach and develop staff to ensure top performance and achievement of individual, team and department objectives (e.g. turnover, average team morale score, etc). Organize and design training program so as to enrich the teammates’ knowledge and service manner together with QA team on need basis

Assist in resources planning management and allocation through roster management so as to maximize the function and production of individuals regularly

Assist in implementing new initiatives by management so as to build a leading role in the area of customer service among other insurers in the market

Prepare monthly and ad-hoc reports for management within the time limits

Job Requirements:

University graduate

Passed IIQE Paper I, III & V

6 years of experience in Customer Service Operations, in which 2 years in supervisory role

Good written/spoken English and Chinese (including Mandarin)

Good analytical and problem solving skills

Able and enjoy to work with people of diverse backgrounds with strong interpersonal skills

MS Office and MS Excel

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

Attentive to details

Positive, pro-active and mature

Customer focused and result-oriented



  • Hong Kong, Hong Kong SAR China Prudential plc Full time

    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...


  • Hong Kong, Central and Western District, Hong Kong SAR China Manulife Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Service Officer to join our team at the Agency Service Centre. This is a unique opportunity to provide exceptional customer service and support to agents and customers.Job SummaryProvide routine face-to-face counter enquiry service to agents, handling enquiries related to new...


  • Hong Kong, Hong Kong SAR China The Bank of East Asia Full time

    Responsibilities Provide first-class customer service through the hotline of the Call Centre which meet the policies / rules / requirements / guidelines prescribed by all concerned regulators as well as the Bank Assist branch / department colleague on handling MPF related issue through MPF special hotline for branch / department colleagues Handle...


  • Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time

    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...


  • Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time

    We offer a competitive salary package, estimated to be around $80,000 - $110,000 per annum, depending on experience and location.Job Description:As an Assistant Manager, you will play a key role in overseeing the daily operations of our Customer Service Centre. You will work closely with the Manager to ensure that our customers receive exceptional service,...


  • Hong Kong, Hong Kong SAR China The Bank of East Asia Full time

    Responsibilities Assist supervisors to formulate business strategies to achieve business centre sales goals and personal sales goals of respective marketing team members in light of meeting the needs of customers Generate new business for the business centre Solicit new business opportunities from retail to small-scaled business owners and match their...


  • Hong Kong, Hong Kong SAR China Gravitas Recruitment Group Full time

    Our client is one of the largest commercial banks in Hong Kong providing a wide range of banking services to a diverse customer base. They are looking for an experienced Manager to lead their call centre team to handle both retail and SME clients. Job duties Manage a team of call centre representatives to handle customer enquiries through calls and online...


  • Hong Kong, Hong Kong SAR China Company 28 - Manulife (International) Limited Full time

    Description The Opportunity The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of Senior Customer Service Representative, Customer Contact Centre with the resources to solve critical problems for the future of our business, which is why we need you. What motivates you? ...


  • Hong Kong, Hong Kong SAR China Dah Sing Financial Group Full time

    About Dah Sing Group The Dah Sing Group is a leading financial services group in Hong Kong offering banking, insurance, financial and other related services through its growing network of over 70 branches in Hong Kong, Macau and Mainland China. Our currency is caring, teamwork and progressiveness. We accept that everyone is unique and different in talent,...


  • Hong Kong, Hong Kong SAR China Company 28 - Manulife (International) Limited Full time

    Description The Opportunity The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Customer Service Manager, Customer Contact Centre with the resources to solve critical problems for the future of our business, which is why we need you. What motivates you? ...


  • Hong Kong, Hong Kong SAR China Rosewood Hong Kong Full time

    Job Description Press space or enter keys to toggle section visibility ...

  • Assistant Manager

    2 days ago


    Hong Kong, Hong Kong SAR China HKMC Annuity Limited Full time

      Job Descriptions: To develop company business by providing life insurance application service to customers at client meetings; To follow up with customer applications and perform other administrative duties as required in the application process; To build productive relationships and create a pool of prospective clients from various sources by...

  • Senior Officer

    7 months ago


    Hong Kong, Hong Kong SAR China Prudential plc Full time

    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...


  • Hong Kong, Hong Kong SAR China Manulife Full time

    Job Description The Opportunity The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of Senior Customer Service Representative, Customer Contact Centre with the resources to solve critical problems for the future of our business, which is why we need you. What motivates you?...


  • Hong Kong, Hong Kong SAR China Manulife Full time

    Job Description The Opportunity The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Customer Service Manager, Customer Contact Centre with the resources to solve critical problems for the future of our business, which is why we need you. What motivates you? ...


  • Hong Kong, Hong Kong SAR China China Mobile Hong Kong Co. Ltd. Full time

    Department: Customer Service Centre  Responsibilities Responsible for customer service digital strategy operation and project management, and promote digital intelligence transformation and construction. Responsible for the construction of digital intelligent tools in the field of customer service, empowering frontline production and complaint...


  • Hong Kong, Hong Kong SAR China Link Group Full time

    Why Link Group Marking an exciting chapter in Link Group’s global expansion, the Link Retirement Solutions business in Hong Kong combines the expertise of our talented people with cutting-edge technology, digital connectivity, data intelligence and information security to connect people with their financial assets – safely, securely and responsibly. ...


  • Hong Kong, Hong Kong SAR China Hong Kong Exchanges and Clearing Limited Full time

    Company Introduction: We're home to Asia's most dynamic and vibrant capital markets. Connecting capital, ideas, inspiration and innovation for deeper, more diverse and liquid global capital markets; providing greater choice and opportunity for our customers, each and every day. HKEX is a purpose-driven company. Our commitment to the long-term development...


  • Hong Kong, Hong Kong SAR China HSBC Full time

    Some careers have more impact than others. If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. HSBC...


  • Hong Kong, Central and Western District, Hong Kong SAR China ExcelRedstone Full time

    About ONNEC">ONNEC is a rapidly growing organization that builds, supports, and optimizes IT infrastructure, networks, and connectivity to drive global business performance.">About the Role">We are seeking a highly skilled Senior IT Infrastructure Manager - Data Centre Services to join our team. The successful candidate will be responsible for managing and...