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Customer Service Operations Specialist

2 months ago

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

At Prudential plc, we strive to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

This role will provide and process information in response to customers' enquiries, concerns and requests in day-to-day counter operation effectively and efficiently.

Key Responsibilities:

  • Provide and process information by referring to operation systems, guidelines, digitalization and applications in response to customers' enquiries, concerns and requests about insurance products and services.
  • Respond to customer feedback in a timely and professional manner to enhance customers' satisfaction.
  • Support leaders to provide refreshment/enrichment training to new staff and offer advice to new and existing staff on case handling through regular case sharing so as to uplift service standard.
  • Communicate and coordinate with different functions/departments to maintain a harmonious relationship so as to enhance the operation efficiency and effectiveness.
  • Handle customer dissatisfaction, provide appropriate solutions and alternatives in a timely manner, and report to supervisor.

Requirements:

  • Form 7 or above, with LOMA 280 & 290.
  • Passed IIQE Paper I, III & V.
  • 3 years of experience in Customer Service Operations.
  • Excellent command of English and Chinese (written and spoken) including Putonghua.
  • Good analytical and problem solving skills.
  • Able and enjoy to work with people of diverse backgrounds with strong interpersonal skills.
  • Highly organized self-starter, with the ability to meet tight deadlines.
  • Able to work independently under pressure and deal with difficult situations in a friendly manner.
  • Customer focused and result oriented.