Assistant Manager, Customer Contact Centre

7 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Prudential Hong Kong Limited Full time
Assistant Manager, Customer Contact Centre (Correspondence)

Apply locations Hong Kong time type Full time posted on Posted 30+ Days Ago job requisition id 24070414

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 position reports to the Manager of the Correspondence Team and will be primarily responsible for handling customer written enquiries and driving continuous improvements of customer experience.

Job Responsibilities:

  • Handle written enquiries received from customers and government sectors by email and letter in accordance with company procedure, standard and KPIs.
  • Conduct thorough investigation and offer effective solutions. Work with other departments for case resolutions and streamline the workflow to enhance customer experience.
  • Support the manager to review the written replies handled by team members to ensure the accuracy and appropriateness of content and manner. Provide suggestions to teammates to enhance efficiency and continuously uplift the quality.
  • Assist in preparing monthly reports for the team.
  • Handle ad-hoc tasks and operation supportive tasks assigned by the manager.

Job Requirements:

  • Bachelor's degree in any discipline.
  • 5 years of experience in customer service and handling customer enquiries in writing.
  • Experience in insurance or financial services industry.
  • Qualified license of IIQE 1, 3 and 5 is an advantage.
  • Fluent in written and spoken English and Chinese.
  • Proficiency in Microsoft Office.
  • Ability to develop and maintain a good partnership with stakeholders, enjoy and be able to work with people from diverse backgrounds.
  • Able to work under tight timelines.
  • Good analytical and problem-solving skills.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and 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.

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