Senior Officer, Customer Contact Centre
6 days ago
At Prudential, we're committed to being partners for every life and protectors for every future. Our purpose drives everything we do, creating a culture where diversity is celebrated and inclusion is assured for our people, customers, and partners. We provide a platform for our people to excel and make an impact to the business, and we support their career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
As a service professional at Prudential, you'll have the opportunity to engage with customers who have shared valuable and constructive feedback. Your empathetic approach to their situations, commitment to resolving their concerns, and dedication to enhancing their satisfaction and loyalty are key to this role.
Key Responsibilities:
- As a customer service representative, you're responsible for initiating outbound calls to customers who have provided their valuable and constructive feedback. Your primary role is to appreciate their perspective, acknowledge any areas where we may have fallen short of their expectations, and proactively offer solutions or alternatives to enhance their experience and related administrative tasks.
- Record and update the customer feedback and follow-up actions in the tNPS system and ensure the tNPS loop is closed within the agreed timeframe.
- Identify and escalate any recurring or systemic issues that affect customer experience (CX) to the relevant stakeholders and suggest possible improvements or enhancements.
- Support the team/department with any ad-hoc tasks that are necessary to achieve the business objectives or the regular operation.
- Participate in team meetings and training to ensure an up-to-date knowledge and information to handle different types of enquiries.
Key Requirements:
- University graduate / HKDSE / HKALE / HKCEE / diploma qualification
- 5 years of experience in Customer Call Centre / Service Centre
- Experience in tNPS / CX or customer retention will be an advantage.
- Passed IIQE Paper 1, 3, and 5 will be an advantage (Training will be provided to candidates without a license, Paper 1 & 3 must be passed within 3 months, Paper 5 within 6 months)
- Good telephone manner and service attitude, able to follow company guidelines and adhere to service quality standards to deliver customer service.
- Candidates with less experience will be considered for the post of Officer, tNPS / CX
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