Customer Success Engineer
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Job Location:
Taguig - Philippines
Monthly Salary:
Not Disclosed
Posted on:
5 days ago
Vacancies:
1 Vacancy
Job Summary
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.
We put our customers at the heart of everything that we do by fulfilling key moments and needs which will make them happy. Pru Life U.K. champions for life.Interact with customers to provide information in response to inquiries about products and services handle and resolve complaintsacross all available channels/touchpoints of Contact Center.
Be Customer Obsession Champions by:
Functions as first-in-line fornon-face to facecustomer touch point and engagements.
Providesaccurate and timely response oncustomerinquiriesand requestsbased on availablecompanystools and resourceswithin the standard and communicated Service Level Agreements (SLAs).
Collects data and performs customer data analysis to recommend value adding differentiated solutions/services.
Provides customer insights from customer data collection and performs analysis of solutions gaps customer research and of competitors products andofferings.
Resolves incident and issue as it arises.
Escalates issues/concerns to theappropriateunit/squad of thecompany.
Prepares initialassessmentTransaction Issue Cause Action Resolution needed (TICAR) endorsement and/orFacts of the Case (FOTC) analysis and recommends solutions and Next issue avoidance (NIA).
Promotes Digital tools utilization to our customers.
Ensures accurate ticketcategorizationassignmentand endorsements.
Ensures that raised production tickets are closed within service level agreement.
Provides updates feedback and resolution to the customers from time to time.
Reviews and assesses Service Request/s raised by the business and ensures development is within committed schedule.
Promotes and participates in collaborations to address common issues/concerns.
Recommends process improvementinitiatives.
Performsother functions/channel assignmentas may be assigned.
Personalized Service Interactions based on Customer Segment
Performs multi-channel roles such as:
Receives incoming Inbound Calls
Answer incoming calls andassistcustomers with inquiries or issues.
Resolve complaints and provideaccurateproduct or service information.
Log all interactions in the system and follow up as needed.
Escalate unresolved issues toappropriateteam.
Meet performance goals for call handling and customer satisfaction.
Facilitates Outbound call outs/care calls related to:
Upcoming and on-going company campaigns
Customer satisfaction survey
Transaction requirements reminder and confirmation
Issues and incidents solutioning
Giving transaction feedback and updates
Promotion of Digital channels and Platforms
Answers emails received fromCompanysmailboxes.
Responds to public and private messages received from the following social media channels.
Facebook
Instagram
X (previously known as Twitter)
Modifies social media messages (hidesblocksand marks as spam) based oncompanyssocial media guidelines.
Validates Customer identity beforeproceedingto any transactions.
Updates contact informationofthe Customers.
Pre-screens ofsubmitteddocuments and forms priorProcessOwner and Customer Care endorsement.
Endorses potential leads to Process Owner
Provides FAQs for Brand/product campaigns.
Promotes Digital channels and Platforms to our Customers.
Effective Customer Engagement
Drives First contact resolution.
Resolves and monitors customer concerns up to resolution.
Escalatesun-answeredconcerns and follow ups to Process Owner and Customer Care.
Provides feedback and updates regularly and as committedwithour customers.
Ensurestimelyandaccuratelogging of eventsand updatesin monitoring file or ticketing system.
Embed a customer Obsessed Culture
Achievesdailysetproductivitytarget.
Ensures quality handling of transactions feedback and case resolutions.
Ensuresthat all company policies procedures programs andinstructionare carried out.
Befamiliarand understand Pru Life UK Compliance Standards. Must be fully aware of his/her responsibilities and competent to carry them out to the required standards. Must report all compliance matters openly and honestly to their Compliance Officerin accordance withthe reporting requirementsoperatedby the Compliance Officer. Mustoperatea process within his/her department to ensure that all relevant compliance matters areidentifiedand reported.
Adhereswith companyscode of ethics/discipline.
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:
IC
About Company
พรูเด็นเชียล ประกันชีวิต (ประเทศไทย) มุ่งมั่นที่จะช่วยให้คุณก้าวหน้าในชีวิต โดยเราให้ความใส่ใจอย่างเต็มที่เพื่อการบริการที่เป็นเลิศแก่คุณ ค้นหาวิธีที่เราจะสามารถช่วยเหลือคุณได้ที่นี่ ... View more
