PSA PACS | Executive, Contact Centre

At Prudential we understand that success comes from the talent and commitment of our people. Together we have a shared vision in securing the future of our customers and our communities. We strive to build a business that you can shape an inclusive workplace where everyones ideas are valued and a culture where we can thrive together. Our people stay connected and tuned in to whats happening around us keeping us ahead of the curve. While focused on the long-term we look to the future to bring growth development and benefit to everyone whose lives we touch.

Job Purpose:

The incumbent is responsible to provide an efficient and a high quality telephone servicing facility to customers (agents and policyholders) by meeting and exceeding their expectation. To achieve the following Key Performance Indicators (KPI) as a team:

• Financial Ensure the team achieves Service Level Agreements (SLA) and maintain cost effective management
• Customer Plan and organize Contact Center (CC) activities to meet and exceed customer standards and expectations
• Operational Performance To satisfy our customers and shareholders to excel in business process
• People To achieve our goals and contribute to organization learning and innovation process.

Job Responsibilities:

The essential duties and responsibilities for the incumbent are as per below

• Deliver world class customer service via telephone
• Provide a polite professional and accurate response
• Manager customers expectations and display ownership for customers requests
• Liaise with appropriate departments to resolve issues brought up by customers
• Keep up-to-date on new or enhanced products / services in order to maintain a high level of quality service to customers
• Support Team Leader and Managers to continuously review processes identify and resolve service gaps through constructive feedback and implement process improvements where appropriate
• Undertake any other works and duties allocated by management as and when required

Job Requirements:

• At least Diploma or Degree in any field from a recognized college or university
• Preferably 1 year of working experience in a call center and/or customer service role in the servicing industry.
• Experience in handling international calls will be an added advantage.
• Fresh graduates who are looking for challenges in customer service are encouraged to apply.
• Good command of spoken and written English. Ability to speak and write Mandarin and/or Chinese dialects is an added advantage.
• Good voice clear pronunciation good diction and able to vary intonation with empathy and good listening skills.
• Enthusiastic self-motivated and able to succeed in a fast pace customer focus environment.
• Pleasant patience and self-discipline.
• Successful candidates will be provided with comprehensive training in Malaysia and/or Singapore.