Customer Engagement Officer

7 days ago


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

At Prudential, our mission is to serve as partners for every individual and guardians for every future. We foster a culture that values diversity and ensures inclusion for our employees, clients, and collaborators. Our commitment is to provide an environment where our staff can excel and make meaningful contributions to the organization while pursuing their career aspirations. We strive to make Prudential a workplace where you can Connect, Grow, and Succeed.

This position is dedicated to delivering exceptional service to our clients in a professional manner through various outbound initiatives and programs.

Key Responsibilities:

  • Ensure all outbound communications adhere to regulatory and internal standards by following established operational protocols.
  • Collaborate with relevant stakeholders to gather and assess all pertinent information to address clients' inquiries, concerns, and requests regarding insurance products and services through outbound calls; follow up with insurance consultants as needed.
  • Identify and address customer dissatisfaction, seeking effective solutions to mitigate any business risks; assist in enhancing operational efficiency and organizational effectiveness.
  • Proactively cultivate long-term trust with clients by demonstrating empathy and maintaining customer loyalty through outbound initiatives (e.g., surrender/premium holiday conservation).

Qualifications:

  • Completion of Form 7 or higher, with IIQE licenses 1, 3, and 5 being advantageous.
  • A minimum of 3 years of experience in Customer Service or Call Centre roles.
  • Strong command of English and Chinese (both written and spoken), including Putonghua.
  • Proficient in Microsoft Office applications.
  • Able to work effectively with individuals from diverse backgrounds, possessing strong interpersonal skills.
  • Customer-oriented, highly organized, and capable of meeting tight deadlines.
  • Exhibits a positive and proactive attitude.
  • Able to adapt to changes and perform well under pressure.


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