Executive, Customer Engagement (Bayan Baru & Cantonment)

JOB SCOPE:

The incumbent is responsible to handle walk-ins, live-chats, emails or outbound telephone calls relating to enquiries, issues or complaints from customers about Prudential’s products and services, in delivery of consistent exceptional PRUexperience, care & quality and fulfillment of Service Levels.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Deliver the best ‘first impression’ and consistent exceptional PRUexperience to customers across all channels
• Ensure customers are given meaningful updates for non-FCR cases handled by Customer Engagement Centres
• Ensure complex customer’s needs are fulfilled by performing timely escalation and proper handover of non-FCR cases
• Handling to walk-ins, live chats and outbound customer telephone calls in a polite and professional manner.
• Identifying customer’s needs and providing accurate responses in accordance with agreed quality, compliance and service level standards.
• Prompt and accurate in completing all related administrative activities, in accordance with relevant service standards and to the customers’ satisfaction.
• Interaction in fulfilling customer simple to medium complex enquiry.
• Authority limit on identify processes.
• Empower to make simple and straight forward decision.
• Managing and maintaining data integrity in all systems used.
• Liaise with other units and departments to resolve customers’ issues.
• Keep up to date with new or enhanced products / services in order to maintain a high level of quality service to customers.
• Undertaking outbound customer relationship management calls as and when appropriate.
• Recording and preparing any statistics or information required by Management.
• Supports Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.
• Performs any other job-related duties and projects as assigned by superior.
• Participate in adhoc projects and manages the development of key Customer Engagement innovations.

JOB SPECIFICATION:

• Degree in any field from a reputable and recognized university or college,
• Diploma with at least a year relevant working experience; OR
• STPM with at least 2 years relevant working experience; OR
• SPM with at least 2-3 years relevant working experience
• Minimum typing speed of 20 words per minute.
• Good command of spoken and written English and Bahasa Malaysia.
• Relevant working experience in a customer engagement centres (branch network) or in servicing industry will be advantageous.
• Knowledge in Customer Engagement Centres (branch network) operations involving walk-ins, outbound calls, correspondences and live chat.
• Knowledge in insurance industry especially the company’s products/ processes and digital technologies will be advantageous.