Customer Relations Manager
2 months 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 of diversity and inclusion for our people, customers, and partners. We empower our team members to excel and make a meaningful impact on our business.
This role reports to the Senior Manager of Complaint Team and is responsible for leading a team that handles customer complaints, ensuring continuous improvement of customer experience. Key responsibilities include:
- Investigating and resolving escalated customer feedback cases, ensuring effective solutions and timely communication.
- Identifying service gaps and collaborating with CS management to drive improvements in customer experience.
- Reviewing and approving solutions for team members, communicating with Compliance, Legal, and regulators as needed.
- Compiling regular team performance and complaint reports for senior management and Enterprise Risk Management.
- Supporting Senior Manager and Director in driving operations efficiency and enhancing complaint management.
Requirements for this role include:
- University graduate with 5 years of experience in Customer Service Operations, with supervisory experience an advantage.
- Experience in insurance and financial industry, with IIQE qualifications preferred.
- Fluent in written and spoken English and Cantonese, including Putonghua.
- Familiarity with relevant regulations of the Insurance Authority and Health Bureau an advantage.
- Strong analytical and problem-solving skills, with ability to develop and maintain partnerships with stakeholders.
- Proficiency in Microsoft Office.
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