Senior Officer, Customer Contact Centre Representative
1 week 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. We provide a platform for our people to excel and make an impact, supporting 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 engage with customers who have shared valuable feedback. Your empathetic approach, commitment to resolving concerns, and dedication to enhancing satisfaction and loyalty are key to this role.
Key Responsibilities:
- Initiate outbound calls to customers who have provided feedback, appreciating their perspective and acknowledging areas where we may have fallen short.
- Record and update customer feedback and follow-up actions in the tNPS system, ensuring the tNPS loop is closed within the agreed timeframe.
- Identify and escalate recurring or systemic issues affecting customer experience to relevant stakeholders, suggesting possible improvements or enhancements.
- Support the team/department with ad-hoc tasks necessary to achieve business objectives or regular operations.
- Participate in team meetings and training to ensure up-to-date knowledge and information to handle different types of enquiries.
Requirements:
- University graduate or equivalent qualification.
- 5 years of experience in Customer Call Centre/Service Centre.
- Experience in tNPS/CX or customer retention is an advantage.
- Passed IIQE Paper 1, 3, and 5 will be an advantage (training will be provided to candidates without a license).
- 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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