Customer Service Grievance Supervisor

Prudential Financial, Inc

Taiwan, Taipei City

5-7 Years

This job is no longer accepting applications

Posted 2 months ago

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.

Ensures that both new and existing customer complaints are handled effectively Resolves more complex complaints escalated by customer contact center staff 10002 certification and continuous improvement plan.

Team management: Lead and manage the customer complaint handling team, set goals, monitor performance, and provide professional guidance and training.

Data analysis and reporting: Establish and maintain the customer complaint system, conduct case statistics and trend analysis, prepare briefings and report to senior managers.

System planning and optimization: Cooperate with the IT department to plan and build customer complaint system modules to ensure information security and efficiency.

Cross-department coordination and communication: Collaborate with legal compliance, merchandise, marketing, customer service center and other units to ensure smooth handling of complaint cases.

Investigation on punishment of recruitment personnel: Investigate the recruitment and service behavior of cooperative channel salesmen, as well as the recruitment and service behavior of own salesmen, to strengthen the company's business recruitment quality.

Qualifications:

Education: College or above, business administration, law, insurance or related majors are preferred.
Work experience: More than 5 years of relevant experience in customer complaint handling, business quality management, etc. in the life insurance or financial industry, including at least 2 years of management experience.
Be familiar with the disciplinary issues imposed by the competent authorities on peers and have specific
Excel
ISO

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.