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Senior Customer Service Officer

2 months ago

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

At Prudential, our mission is to be partners for every life and guardians for every future. We foster a culture that values diversity and ensures inclusion for our employees, clients, and partners. Our environment empowers individuals to excel in their roles and make a significant impact on the organization while supporting their career aspirations. We are committed to making Prudential a workplace where you can Connect, Grow, and Succeed.

As a Senior Customer Service Officer, you will serve as Prudential's service ambassador, delivering exceptional customer support through our hotline. Your role will involve addressing and resolving inquiries and requests related to life and health insurance products with professionalism and care.

Key Responsibilities:

  • Deliver and manage information through various systems and departments in response to customer inquiries regarding insurance products and services.
  • Address customer dissatisfaction as needed and proactively cultivate long-term trust with clients during case resolution.
  • Coordinate follow-up communications to ensure timely and professional responses to customer feedback.
  • Support team leaders in managing escalated cases by providing optimal solutions for clients.
  • Offer on-the-job guidance to junior team members on complex inquiries.

Qualifications:

  • Tertiary education with successful completion of IIQE Papers 1, 3, and 5.
  • A minimum of 5 years of experience in Customer Service or Call Centre roles.
  • Experience in the insurance or financial sector is advantageous.
  • Proficient in written and spoken English and Chinese (including Putonghua).
  • Skilled in Microsoft Office applications.
  • Customer-oriented with a focus on results.
  • Highly organized and capable of meeting tight deadlines.
  • Strong analytical and problem-solving abilities.
  • Able to work independently under pressure and adapt to changing circumstances.
  • Enjoy collaborating with individuals from diverse backgrounds, demonstrating excellent interpersonal skills.
  • Candidates with less experience may be considered for a junior role.