Executive, Contact Centre

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 Purpose:

The incumbent is responsible to provide an efficient and a high quality telephone servicing facility to customers (agents and policyholders) by meeting and exceeding their expectation. To achieve the following Key Performance Indicators (KPI) as a team:

• Financial – Ensure the team achieves Service Level Agreements (SLA) and maintain cost effective management
• Customer – Plan and organize Contact Center (CC) activities to meet and exceed customer standards and expectations
• Operational Performance – To satisfy our customers and shareholders, to excel in business process
• People – To achieve our goals and contribute to organization learning and innovation process.

Job Responsibilities:

The essential duties and responsibilities for the incumbent are as per below

• Deliver world class customer service via telephone

• Provide a polite, professional and accurate response

• Manager customer's expectations and display ownership for customer's requests

• Liaise with appropriate departments to resolve issues brought up by customers

• Keep up-to-date on new or enhanced products / services in order to maintain a high level of quality service to customers

• Support Team Leader and Managers to continuously review processes, identify and resolve service gaps through constructive feedback and implement process improvements where appropriate