Discover your dream Career
For Recruiters

Assistant Manager, Customer Service Centre

Prudential plc Mongkok, Hong Kong
Posted 11 days ago Permanent Competitive
Assistant Manager, Customer Service 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.

This role will assist Manager in supervising the Customer Service counter team to deliver a high standard of service for customers and distributors by overseeing day to day implementation effectively and efficiently.

Job Responsibilities:
  • Provide and process information in response to customer's enquiries, concerns and handle escalated cases, and ensure that all aspects of customer service are established well
  • Provide advice and solutions to staff to resolve customer feedback cases through effective coaching so as to enhance customer satisfaction. Oversee day-to-day operations within the Customer Service Centre(s), providing direct feedback to staff.
  • Act as a center-in-charge to supervise a Customer Service Centre team to ensure achievement of Customer Service performance KPIs (wait time, handling time, Customer Satisfaction score, NPS, etc.) by conducting regular real time monitoring
  • Motivate, coach and develop staff to ensure top performance and achievement of individual, team and department objectives (e.g. turnover, average team morale score, etc). Organize and design training program so as to enrich the teammates' knowledge and service manner together with QA team on need basis
  • Assist in resources planning management and allocation through roster management so as to maximize the function and production of individuals regularly
  • Assist in implementing new initiatives by management so as to build a leading role in the area of customer service among other insurers in the market
  • Prepare monthly and ad-hoc reports for management within the time limits

Job Requirements:
  • University graduate
  • Passed IIQE Paper I, III & V
  • 6 years of experience in Customer Service Operations, in which 2 years in supervisory role
  • Good written/spoken English and Chinese (including Mandarin)
  • Good analytical and problem solving skills
  • Able and enjoy to work with people of diverse backgrounds with strong interpersonal skills
  • MS Office and MS Excel
  • Highly organized self-starter, with the ability to meet tight deadlines
  • Able to work independently under pressure and deal with difficult situations in a friendly manner
  • Attentive to details
  • Positive, pro-active and mature
  • Customer focused and result-oriented

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.
Job ID  24010467
More Jobs From Prudential plc
Prudential plc
Contract Officer, Customer Service Center (12 Months Contract)
Prudential plc
Mongkok, Hong Kong
29 days ago Full time Competitive
Prudential plc
Senior Officer / Officer, Customer Service Centre
Prudential plc
Mongkok, Hong Kong
29 days ago Full time Competitive
Prudential plc
Manager, Customer Contact Centre
Prudential plc
Mongkok, Hong Kong
29 days ago Full time Competitive
Prudential plc
Assistant Manager, Group Administration & Medical, Customer Relations and Servicing
Prudential plc
Mongkok, Hong Kong
29 days ago Full time Competitive
Prudential plc
Assistant Manager, Customer Relations
Prudential plc
Mongkok, Hong Kong
29 days ago Full time Competitive
Prudential plc
Assistant Manager, Projects & Operation Excellence (Policy Servicing)
Prudential plc
Mongkok, Hong Kong
29 days ago Full time Competitive
Prudential plc
Assistant Manager, Customer Promise - Major Claims
Prudential plc
Kuala Lumpur, Malaysia
29 days ago Full time Competitive
Prudential plc
Customer Service Email Intern
Prudential plc
Singapore
3 days ago Full time Competitive
Prudential plc
Customer Servicing Solution Manager
Prudential plc
Singapore
29 days ago Full time Competitive
Prudential plc
Assistant Manager, Customer Management Analytics
Prudential plc
Kuala Lumpur, Malaysia
22 days ago Full time Competitive

Boost your career

Find thousands of job opportunities by signing up to eFinancialCareers today.
More Jobs Like This
China CITIC Bank International Limited
Customer Service Officer, Contact Centre (Fresh graduate is welcome)
China CITIC Bank International Limited
Hong Kong
Prudential plc
Manager, Customer Contact Centre
Prudential plc
Mongkok, Hong Kong
AIA International Limited.
Assistant Customer Services Manager
AIA International Limited.
Hong Kong