Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.
- Ensure complaints from customer are resolved quickly, fairly, in a professional and effective manner.
- Perform quality assurance to complaint handled by frontline team,
- Finding out root cause of the problems and coordinate with various business partners to arrange solutions.
- Work collaboratively with other departments on service resolution initiatives to eliminates obstacles and minimize its recurrence.
- Other duties assigned by line manager.
Job Responsibilities
- Ensure all complaints received are fully addressed and recorded in Complaint Management System:
- Be responsible for handling & resolving customers complaints received via internal or external sources (PVA contact center, Customer email, as well as through regulatory bodies, i.e: BNM, OFS, LIAM and any government bodies).
- Obtain necessary information /updates from other departments for the resolution of the complaint.
- Ensure complaint handling are in accordance to the existing regulations and guidelines (SOP, Regulations and Laws)
- Handle significant complaints effectively to prevent any potential financial, media or any other business crisis for PVA
- Ensure an official reply is provided to the complainant and policyholder on company's decision and findings within committed timeline.
- Gather information & data statistics on complaints including root cause analysis as well as recommended solutions for Management's review and evaluation.
- Take initiative steps to address issues that is affecting the daily operational processes that needs corrective/improving actions.
- Take ownership in preparing & coordinating reports/working papers for escalation to the Management
- Provide training/coaching/sharing/being buddy for new commers, front liners or anyone assigned by line managers with a targeted results and timeline.
- Provide reports and data analyzing for the assigned team Undertake and complete other assignments as determined by the direct report or department head (if any)
Job Requirements
Qualifications
- University graduated or above
- Advantage: graduated in major of Economic, Business Administration, Finance.
Experiences
- Over 3 years' experience in customer services
- Good understanding and experience in handling customer's queries/complaint face to face or over the phone
Knowledge and skill set
- Excellent customer services skills
- Customer Centricity mindset
- Good written & verbal communication & negotiation skill
- Able to work independently and under pressure, adaptable, carefully and tactfully
- Time management,
- Analytical thinking
- Efficient supervisory skill
- Basic command in English for both reading & writing.
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 special requirements.
