Call Center Representative

At Prudential, we understand that success comes from the talent and commitment of our people. Together, we have a shared vision in securing the future of our customers and our communities. We strive to build a business that you can shape, an inclusive workplace where everyone's ideas are valued and a culture where we can thrive together. Our people stay connected and tuned in to what's happening around us, keeping us ahead of the curve. While focused on the long-term, we look to the future to bring growth, development and benefit to everyone whose lives we touch.
This position will be the contact point to serve customers by determining requirements; Answering incoming calls from customers to take orders; responding inquiries; resolving troubleshoot problems; fulfilling requests; providing information; and maintaining database to enhance customer service
Accountability:
Proactively gain a full understanding and maintain excellent knowledge of products and services in order to understand customers' needs.
Achieve productivity standards and goals while maintaining high level of customer service, building conversation, patience, and maintaining high
Receive high volume of inbound calls with varying degrees of questions or concerns while having the ability to quickly identify a client's request or problem.
Effectively express empathy and compassion, and take full ownership of the clients satisfaction
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
Key responsibilities
Answer calls and respond to emails/ website/ fanpage to handle customer inquiries. Conduct customer satisfaction survey.
Provide customers with product and service information, Update existing customer information into system. Follow up with customer calls where necessary
Register and follow up customer complaints. Identify and escalate priority issues
Document all call information according to standard operating procedures
Complete call logs and follow quality assurance standard. Produce call reports
Others: to be assigned by the Line manager or Company's management (if any)
Requirements
Qualification:
Mandatory: Bachelor diploma.
Advantage: Certificate of customer service
Experiences:
Mandatory:
1-2 years in Customer Service area, specifically Call Center is a plus.
Strong work ethic and self-starter, able to effectively manage multiple priorities.
Possess and professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
Be able to demonstrate strong influencing and probing skills in communication on phone.
Ability to learn and adapt to changes.
Foster a positive and productive work environment
Advantage:
Experience in insurance or financial industry is a plus
Knowledge and skill set:
Mandatory::
Verbal and written communication skills
Listening skills
Problem analysis and problem solving
Customer service orientation
Organizational skills
Attention to detail
Judgment, adaptability
Team work
Resilience
Work well under pressure
Advantage:
Time management
Good English (Intermediate)
Presentation
Well-organizing
Job's attributes:
1.Meet the KPIs target: abandoned rate below 2%, service level > 80%, ASA < 10s, C-Sat >80%
2.All relating tasks in service programs are completed as planned to provide good benefits and for customers to be more convenient during the insurance term with our company
3. Proactively participate and complete tasks assigned in projects to support other departments
Working condition (if any):
Work condition based on roster arrangement (5 days/ week, roster, night shifts, Saturday and Sunday following given schedule. The roster notification to be sent out 2 weeks in advance.)