Contract Officer, Customer Contact Centre (Hotline & Live Chat, 12 months contract)

3-5 Years

Posted 4 days ago
Be among the first 10 applicants

Job Description

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.

Act as Prudential's service professional, providing best-in-class customer service through hotline, live chat and digital channels. Handle customer enquiries and requests related to life and health insurance products efficiently and professionally while delivering an excellent digital customer experience.

Job Responsibilities:

Provide and process informationthrough systems and other departments,in response to customerchannel'senquiriesabout insurance products and servicesaccording to company servicestandardsandprofessional mannerswith tactful customer service skills.
Arrangefollow upcall tofollow up andrespond to customersenquiry/ request /feedbackwhich received viaother touch points, such assales channel, email, letter, live chatand etc.
Handleand resolvecustomer's special request and feedback,conductsimpleinvestigationand fact finding, thenpropose solutionto team manager for review and approval before revertingto customer.
Support company initiativesbypromotingdifferent types ofself-service, and any ad hoc task to achieve the desired result of business objectives.
Participate in team meetings and training to ensure an up-to-date knowledge and information to handledifferent types of enquiries.

Job Requirements:

University graduate /HKDSE/HKALE /HKCEE/Diploma qualification
Minimum 3-5 years of experience in customer service, contact centre, live chat support, or digital servicingin insurance or financial industry.
Passed IIQE Paper 1, 3 and 5 will be an advantage
Good telephone manner andservice attitude, able to follow company guidelines and adhere to service quality standard to deliver policy enquiry service
Excellent written and spoken English and Chinese (including Putonghua).
Strong written communication, typing, and grammar skills with the ability to deliver clear and professional responses.Ability tomanagemultiple live chat conversations simultaneously while maintaining service quality.
Customer-centricmindset with strong interpersonal skills.
Strong problem-solving and analytical skills.
Proficient in Microsoft Office and customer relationship management (CRM) systems.
Ability to work under pressure and meet productivity and service-level targets.
Ability to work effectively in a fast-paced environment and meet service level, productivity, and quality targets.

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.