Customer Service Centre Assistant Manager
7 days ago
At Prudential, our mission is to be a partner for every life and a protector for every future. We foster a culture that celebrates diversity and ensures inclusion for our employees, clients, and partners. Our commitment is to provide a platform where our team can excel and make a significant impact on the business while pursuing their career aspirations. We strive to make Prudential a workplace where you can Connect, Grow, and Succeed.
This position will support the Manager in overseeing the Customer Service Centre team, ensuring the delivery of exceptional service to both customers and distributors through effective and efficient daily operations.
Key Responsibilities:
- Respond to customer inquiries and concerns, managing escalated cases while ensuring comprehensive customer service standards are maintained.
- Provide guidance and solutions to team members to address customer feedback, enhancing overall satisfaction through effective coaching and support.
- Supervise the Customer Service Centre team to meet performance KPIs, including wait times, handling times, Customer Satisfaction scores, and NPS, through regular monitoring.
- Inspire, coach, and develop team members to achieve optimal performance and meet departmental goals, including turnover and morale metrics. Design and implement training programs in collaboration with the QA team as needed.
- Assist in resource planning and management, optimizing roster allocation to enhance individual and team productivity.
- Support the implementation of new initiatives from management to establish a leading position in customer service within the industry.
- Prepare monthly and ad-hoc reports for management, ensuring timely delivery.
Qualifications:
- Bachelor's degree.
- Completion of IIQE Paper I, III & V.
- A minimum of 6 years of experience in Customer Service Operations, including 2 years in a supervisory capacity.
- Proficient in written and spoken English and Chinese (including Mandarin).
- Strong analytical and problem-solving abilities.
- Ability to work effectively with individuals from diverse backgrounds, demonstrating excellent interpersonal skills.
- Proficient in MS Office and MS Excel.
- Highly organized self-starter capable of meeting tight deadlines.
- Able to work independently under pressure and manage challenging situations with a friendly demeanor.
- Detail-oriented with a positive, proactive, and mature approach.
- Customer-focused and results-driven.
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