Customer Experience Improvement Specialist
8 hours ago
At Prudential plc, we strive to create a culture where everyone can thrive and grow. We believe that our people are the key to achieving our purpose of being partners for every life and protectors for every future.
Job SummaryThis role plays a critical part in enhancing customer experience by managing a team responsible for handling customer complaints. As a seasoned professional, you will be expected to drive continuous improvements in customer satisfaction while ensuring compliance with relevant regulations.
Main Responsibilities:- Investigate and resolve escalated customer feedback cases, ensuring timely and effective solutions are provided within established KPIs.
- Identify service gaps and collaborate with cross-functional teams to implement process improvements, resulting in enhanced customer experience.
- Review and approve case resolutions submitted by team members, communicating with stakeholders as necessary.
- Compile regular performance reports for senior management and Enterprise Risk Management, highlighting key trends and areas for improvement.
- Support Senior Manager and Director in driving operational efficiency and complaint management by updating procedures and providing input for system enhancements.
- Bachelor's degree from an accredited institution.
- Minimum 5 years of experience in Customer Service Operations, with supervisory experience preferred.
- Proven track record in insurance and financial services, with IIQE qualifications a plus.
- Excellent written and spoken English, Cantonese, and Putonghua language skills.
- Familiarity with Insurance Authority and Health Bureau regulations is advantageous.
- Strong analytical and problem-solving skills, with ability to develop and maintain partnerships with diverse stakeholders.
- Able to work under tight deadlines and prioritize tasks effectively.
- Proficiency in Microsoft Office applications.
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