Customer Relations Team Lead

3 weeks ago


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

At Prudential, we strive to be partners for every life and protectors for every future. Our purpose drives everything we do, creating a culture of diversity and inclusion for our people, customers, and partners. We empower our team members to excel in their roles and make a meaningful impact on our business. This position reports to the Senior Manager of Complaint Team and is responsible for leading a team in handling customer complaints, driving continuous improvements in customer experience, and ensuring effective solutions are provided.

Key Responsibilities:

  • Investigate customer feedback cases, identify service gaps, and collaborate with CS management to drive improvements in customer experience.
  • Compile regular team performance and complaint-related reports for senior management and Enterprise Risk Management.
  • Support Senior Manager and Director in driving operations efficiency and enhancing complaint management by updating procedures and guidelines.

Requirements:

  • University graduate with 3-5 years of experience in Customer Service Operations, preferably with supervisory experience.
  • Excellent command of English and Chinese, including Putonghua, and proficiency in Microsoft Office.
  • Familiarity with relevant regulations of the Insurance Authority and Health Bureau is an advantage.


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