Assistant Manager, Customer Contact Centre
Assistant Manager, Customer Contact Centre
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Job Description
Prudentials purpose is 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 peoples career ambitions. We pledge to make Prudential a place where you can Connect Grow and Succeed.
This role will assist Team Manager to supervise the hotline team in handling call-in customers enquiries effectively and support the new and junior staff on complex enquiries.Job Responsibilities:
- Assist team manager to ensure the achievement of Customer Service performance KPIs (wait time abandon rate response time etc.) through regular MI call centre applications and real-time floor monitoring.
- Provide and process information through systems and other departments in response to customers concerns and complaintson escalated cases about insurance products and services.
- Provide advice real-time support and solutions to team members to resolve customer feedback cases.
- Motivate coach and develop staff to ensure top performance and achievement of individual and team objectives through on-the-job training and regular team meeting.
- Handle customer dissatisfaction and proactively build long term trust with customers by offering the best alternative during case handling.
- Assist team manager in resources planning to ensure sufficient manpower support.
- Conduct real time call monitoring to ensure the call quality and provide coaching to team members.
Job Requirements:
- Degree holder
- Passed IIQE exam Paper 1 3 & 5
- Minimum 5 years of experience in Customer Service Operations in which 2 years in supervisory role
- Experience in insurance or financial industry will be an advantage
- Good written/spoken English/Chinese (including Mandarin)
- Proficiency in Microsoft Office
- Self-motivated organized and a committed team leader
- Strong leadership and interpersonal skills
- Able to work independently under pressure and deal with difficult situations in a friendly manner
- Good time management skills and able to meet tight deadlines
- Positive pro-active and customer oriented
- Good analytical and problem solving skills
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex race age ethnic origin educational social and cultural background marital status pregnancy and maternity religion or belief disability or part-time / fixed-term work or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.
Required Experience:
Manager
Employment Type
Full-Time
