Customer Success Senior Manager

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.

Take in-charge Complaint Handling team to help customers better understand the company’s rules for service recovery and prevent doubts and negative thoughts of service/products of the Company. From that, it helps to recover the trust of customers in the Company and insurance industry.

Responsibilities

• To provide expert advice and support to staff on the handling of complaints and recovery service; on investigation techniques and carrying out root cause analysis and writing statements
• To work closely with Crisis Handling, Public relations, Customer Experience, Legal, Market Conduct, Operations, & Customer Service nationwide to review process and customer service propose sound, valid and resolutions to handle crisis, significant complaints (to third party Press, media, MOF/ISA, Consumer’s Protection association…) to recover customer service, build the trust and enhance business quality.
• To assist in the development and management of procedures and policies for complaints.
• To develop and deliver education and training in relation to complaints handling and customer care support education initiatives.
• Facilitation of complaint resolution meetings.
• Others: to be assigned by the Line manager or Company’s management (if any)

Requirements

• Customer-centric mindset: Listen actively, investigate into each case seriously to understand the problem in order to take appropriate actions as per required by company regulation. Handle complaints promptly, thoroughly and efficiently and with care.
• Leadership Skills: Customer Success Senior Manager will need to motivate the team, work with them to make sure they abide by all company policies and procedures.
• Patience: Having patience and staying polite, even in stressful situations is helpful.
• Critical thinking & Problem-Solving Skills: Have good analysis thinking, judgment and solve customer issues, sometimes without seeing the actual problem first-hand.
• Communications skills: excellent at verbal and writing skills in Vietnamese and proficient in English.
• Social and press/media knowledge: will be preferrable.

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.