Customer Solutions Senior Specialist

2 weeks ago

Hanoi, Hanoi, Vietnam Prudential plc Full time
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.


This role is to manage customer services activities at General Agency/ The Gallerie/ Bank partner & Bancassurance workforce in the region.

The position holder must ensure the successful implementation of Customer Services Strategy under his/her management to achieve company's strategic growth targets up to 2023 and exemplary people management in regards of team efficiency, productivity, quality control and team spirit.


  • Assist partners (General Agency, Bancassurance, Bank partners & The Gallerie) in conducting daily business activities, measuring business efficiency, and providing business solutions.
  • Detect customer service issues, determine the cause of the problems and select the best solution to solve problem
  • Work with the Customer Service/ relevant departments to ensure successful deployment of the solutions.
  • Responsible for customer retention activities under management zone to achieve the business goals, including premium collection, conservation, policy maturity, and management of orphaned customers.
  • Monitor the implementation of Customer Retention Strategy through all relevant partners: General Agency, Bancassurance, Bank partners & The Gallerie in the province / city under management.
  • Lead the coordination process for Customer Care's campaigns/initiatives in the management zone
  • Regularly visit General Agency/ The Gallerie/ Pruventure Offices to provide timely solutions/advices in terms of customer service activities including frequent training and guidance for Pru planners/ Business Development Managers to ensure delivery of services excellence under PVA standards, including one door services and customer service recovery.
  • Act as the main contact point between business partners (Bancassurance, Bank partners & The Gallerie) and CS, regarding all Customer Service issues as well as other supporting tasks
  • Coordinate with other departments to ensure the implementation of all projects, action plans related to Customer Experience and Customer Retention strategies under Customer Service Department on schedule.
  • Lead service recovery and complaint handling activities at frontline. Coordinate with GAD, Bank Partner and other departments and local authorities to assist in handling complaints, incidents / conflicts... occurring at GA/Bank.
  • Perform other functional & strategic projects as assigned by manager.

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