Customer Resolution Senior Specialist

4 weeks ago


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.
- 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:

- 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.



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