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.
This position reports to Manager of Correspondence Team and will be primarily responsible for handling customer written enquiries and driving continuous improvements of customer experience.
Job Responsibilities:
- Handle written enquiries received from customers and government sectors by email and letter in accordance with company procedure, standard and KPIs.
- Conduct thorough investigation and offering effective solutions. Work with other departments for case resolutions and streamline the workflow to enhance customer experience
- Support the manager to review the written replies handled by team members to ensure the accuracy and appropriateness of content and manner. Provide suggestion to teammates to enhance efficiency and continuously uplift the quality.
- Assist in preparing monthly report for the team
- Handle ad-hoc tasks and operation supportive tasks assigned by the manager
Job Requirements:
- Bachelor’s degree in any discipline
- 5 years of experience in customer service and handling customer enquiries in writing
- Experience in insurance or financial services industry
- Qualified license of IIQE 1, 3 and 5 is an advantage
- Fluent in written and spoken English and Chinese
- Proficiency in Microsoft Office
- Ability to develop and maintain a good partnership with stakeholders, enjoy and is able to work with people with diverse backgrounds
- Able to work under tight timeline
- 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.
What We Do
In Asia and Africa, Prudential has been providing familiar, trusted financial security to people for 100 years. Today, headquartered in Hong Kong and London, we are ranked top three in 12 Asian markets with 18 million customers, around 68,000 average monthly active agents and access to over 27,000 bank branches in the region.
Prudential is focused on opportunities in the most exciting growth markets in Asia and Africa. With access to over 4 billion people in both these regions, we are investing in broadening our presence and building our leadership in the life and asset management markets.
We are committed to making a positive impact on our customers, our employees and our communities by delivering the best savings, health and protection solutions to people so they can get the most out of life. Visit our websites for more information
Prudential plc: https://www.prudentialplc.com/
Prudence Foundation: https://www.prudentialplc.com/en/prudence-foundation
