Officer, Customer Service

Prudential’s 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 people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Responsibilities:

• Deliver high-quality customer service by handling policy-related enquiries, service requests, and premium payments received through various service channels, while leveraging operational systems, digital tools, and established guidelines and procedures.
• Respond to customer enquiries and feedback in a timely, professional, and customer-centric manner to enhance customer satisfaction and service excellence.
• Address customer concerns and service issues promptly, providing appropriate solutions and alternatives, and handle complaint cases and escalated customer issues as assigned.
• Ensure strict compliance with all applicable regulations, company policies, operational guidelines, and procedures.
• Coordinate effectively with internal departments and stakeholders to facilitate smooth operations and enhance service efficiency and effectiveness.
• Build and maintain strong working relationships with colleagues and stakeholders through effective communication, teamwork, mutual respect, and knowledge sharing.
• Support continuous process improvement initiatives and contribute to enhancing the overall customer experience.
• Maintain accurate records and documentation in accordance with operational and regulatory requirements.

​Job Requirements:

• University degree in any discipline
• Preferably with at least 2 years of experience in customer service operations
• Experience in the insurance or banking industry is an advantage
• Pass IIQE Papers 1 and 3 and obtain the relevant licenses as required
• Customer-focused mindset with a passion for service excellence
• Strong interpersonal skills and the ability to work effectively with people from diverse backgrounds
• Ability to work independently under pressure and handle challenging situations in a professional and customer-friendly manner
• Good command of written and spoken English and Chinese, including Putonghua
• Highly organized self-starter with the ability to meet tight deadlines
• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint

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.